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Plasmanet Extracts Valuable Data From The Call Switch With Bespoke API Service
Plasmanet has introduced bespoke software integration service that enables contact centres of all sizes to access important data from the call switch.
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April 5, 2008 (FPRC) -- Improved Management And Communication of KPIs and SLAs Across The Contact Centre Plasmanet , a communication software consultancy, today announced that it has launched a bespoke software integration service that enables contact centres of all sizes to access more actionable information from the call switch. With the new Application Programming Interface (API) Plasmanet provides a fully end-to-end data collection methodology that extracts data relating to Service Level Agreements (SLA) and Key Performance Indicators (KPI), and enables them to be displayed in an impactful and meaningful way.
The methodology has been developed following successful projects with several UK contact centres that had voiced widespread dissatisfaction with the quality of information provided by call management software. Plasmanet is able to create bespoke APIs for all major switches installed in the contact centre such as Alcatel, Mitel and Avaya. A skilled Plasmanet technology and consultancy team works onsite to understand specific requirements and create an interface that collects the relevant data from the switch, call management software, or existing databases (for instance, reporting tools or business applications).
Using the bespoke API, contact centre managers are able to extract and display meaningful statistics to those in the organisation with a vested interest in seeing them, as Technical Director at Plasmanet, Mark Hopgood states, “Within the call centre, properly presented data can motivate and inform agents, home workers and managers. Outside the contact centre up to date campaign and SLA progress informs the whole business. Outside the business customers, clients and partners can be informed.”
In addition to providing access to more relevant information, Plasmanet is able to deliver it on a more frequent basis. One contact centre that piloted the service was using half-day statistics and Hopgood explains how the API was used to achieve 30-minute updates. “Half day metrics do not enable contact centre managers to respond quickly enough, whether it is capacity planning to reallocate agents from one campaign to another, or to realise and react to underlying issues such as agents not having access to information they need to speed up call completion.”
Internally the API provides more accurate data to identify agents that should be rewarded or those who require coaching & training initiatives to bring them up to standard. Externally this more accurate SLA data may be required where there is the possibility of bonuses for overachievement, or penalties for underperformance.
Complimenting the bespoke API service is Plasmanet’s proven ability to harness the data it collects and integrate it with other appropriate content (such as relevant newsfeeds, corporate intranets, or TV channels) and communicate this out in a compelling and highly visual way using the latest audio visual display technology, across the contact centre.
About Plasmanet :
Plasmanet is a communications consultancy specialising in high visibility display software for applications including Internal Corporate Communication and contact centres. Plasmanet products comprise a browser-based software user interface that enables businesses to rapidly distribute information to employees across single or multiple sites, both nationally and internationally. It does this via a network of strategically placed high-resolution plasma screens. The Plasmanet product range includes Plasmanet Express, Plasmanet Lite and Plasmanet Enterprise, all of which are capable of managing complicated communication matrices. Using trusted hardware partners, Plasmanet delivers targeted messaging using digital & dynamic signage, TV signage, information display and narrowcasting. Its high profile client-base includes Coca Cola, bp and Chelsea Building Society. URL: www.plasmanet-uk.com.
Send an email to PlasmaNet UK Ltd of PlasmaNet UK Ltd
08700 747 757
Keywords:
Internal Corporate Communication
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