Call SWEET! Live - Version 2.0

Overview

We are changing the way people think of call centers!

An agent is no longer assigned to just one job in fast-paced small and medium businesses. We all wear multiple hats and help in various areas – whether it is customer support and sales or administration and technical support. Call SWEET! Live recognizes this need and enables agents to be part of multiple hunt groups. There is also no limit on the amount of hunt groups your business can have, how specific or broad you want to be is up to you!

Widgets

Widgets comprise the electronic building blocks of Call SWEET! Live. Equipped with real-time elements, they not only measure and report on the status of every agent and hunt group, but also offer the ability to chat electronically among members of the contact center.

Alarms & Alerts

Expressed graphically, audibly and through e-mail, alarms and alerts notify when user-defined service level values are out of range. They monitor the speed calls are answered in addition to the handle time required to complete the call. Service level thresholds are user definable which allows Call SWEET! Live to best fit your contact center environment.

Reporting

Equipped with a vast array of reports, Call SWEET! Live and Call SWEET! allows you to group, sort, filter, summarize, and chart data as well as export for offline viewing.

Reports can be scheduled to run daily, weekly, monthly -- and sent directly to e-mail for your convenience.

Bundled with Call SWEET! Live is our superior call accounting application, Call SWEET!. With shared architecture and functionality, these applications act as one and provide you with both real-time and historical call data. Not only can you monitor current activity, but you can also run and schedule valuable graphical reports showing such essential data as calls abandoned and average hold time by hunt group, to name a few.