Ensure efficient Contact Center operations Agent Scheduling & QA features.
Telax provides your front-line employees with the tools they need to perform.
Running a contact center isn’t always easy. Managers must not only ensure that agent staffing and schedule adherence is sufficient to handle peak volume, but also ensure the quality of the service they deliver. Telax’s Cloud Contact Center solution will provide your staff with the tools they need to meet – and exceed – your customer interaction objectives.
From scheduling and monitoring, to quality scoring and coaching, Telax offers a suite of built-in tools to evaluate and help improve agent performance.
- Integrate agent schedules and breaks
- Manage events, vacations and shift trades
- Monitor schedule adherence in real-time
- Generate reports to track conformance
- Possibility to integrate with advanced forecasting solutions
Integrated Quality Assurance
and monitoring tools
- Call recording and Screen recording capabilities
- Live monitor, whisper, barge-in features
- View agent chat logs
- Integration of custom evaluation grids
- Agent evaluation notifications for coaching
Reporting and performance
- Real-time display with threshold alerts
- Real-time dashboards
- Detailed queue & agent statistics
- Scheduled reports
- Customized contact center reports