Do you have the tools you need to manage resources through your business telephone system? Is it providing you with the information you require? The NEC SV9100 helps manage resources in several ways. Find out how here.
Let’s check out what NEC’s SV9100 InControl has to offer.
NEC’s SV9100 InControl is a web based application that will provide reports on a company’s employees, resources, and callers.
This is an application that allows organizations to better manage resources; those resources can be people or hardware. InControl has many benefits to offer that will help you make better decisions and provide evidence to back them up. Meanwhile, here are three examples that demonstrate how the NEC SV9100 helps manage resources:
1. Phone Number Details. Have you ever had a customer complaint that no one returned their call? InControl will follow a call as it moves through the conversation. You can access call information by the caller’s phone number, date and time, and details are provided such as:
a. How many seconds the call rang before it was answered
b. Who answered the call and duration of the conversation in seconds
c. If the call was put on hold, how long it was on hold
d. If the call was transferred, to whom it was transferred
e. How long it rang at the transfer destination
f. Perhaps it transferred again to the destination extensions voicemail. If so, how long was the voicemail conversation. This can give you a good indication of where the ball may have been dropped.
2. Extension Summary by Department. To help manage resources, perhaps you want to look at your sales departments call activity. You may schedule a weekly report emailed to you showing the last week’s call summary of the sales department. You could include others in this email as well. You can view the inbound, outbound, internal calls (intercom calls), and total calls. You can see the total duration and the average duration per call. You may run this report live if you need to see additional information. If there is something that just doesn’t seem right, you may drill down further by individual extensions within the department.
3. Trunk Utilization. Are concerned that you don’t have enough trunks and some callers are getting busy signals? Or, are you paying for too many trunks? You can run the trunk utilization report and get the information you need. Perhaps you should schedule this report and run an email to yourself monthly. If your business is growing, at some point you’ll start to run into busy problems. This will help you take proactive measures to manage resources.
Please view this short video for more detail:
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