Photo - Simon Lee, Regional Director, Asia, Interactive Intelligence.
Interactive Intelligence has announced the availability in Malaysia of its mobile Interaction Supervisor iPad Edition, which will enhance contact centre managers ability to work while mobile and deliver improved quality assurance, said the contact centre solutions provider.
Interactive Intelligence's Malaysia-based Asia regional director Simon Lee said the Interaction Supervisor iPad Edition which is part of the company's all-in-one IP communications software suite, Customer Interaction Center (CIC), is now available through more than 350 global resellers as well as through the company.
Lee said that according to the Mobile Internet Consumer, a Malaysia 2013 report conducted by MMA and Vserv.mobi, Malaysia has one of the highest proportion of full-time employees in the mobile Internet user base in Southeast Asia.
"This shows that Malaysian consumers have embraced the use of personal electronic devices such as smartphones and tablets but Malaysian businesses have yet to follow suit," he said.
"The Interaction Supervisor iPad Edition provides a platform for Malaysian executives and professionals on the go to stay connected to their operations with real-time information feedback or receive alerts and notifications of the system ," said Lee.
"With Interaction Supervision, mobile supervisors can monitor the performance of workgroups and activity in their associated queues and supervisor with sufficient access privileges can select an agent and see her interactions and current status," he said. "This app is definitely something convenient for Malaysian mobile CIC contact centre supervisors who want to monitor agents and queue activity.
Visibility into statistics
Lee said Interaction Supervisor iPad Edition offered mid- to large contact centres the following:
- Configurable dashboard that gives supervisors untethered wireless access to real-time speech analytics scores and statistics, as well as service levels by workgroup, queue, agent and interval.
- Real-time alerts that notify supervisors when pre-determined performance thresholds have been exceeded, such as average hold time.
- Agent locator display that shows supervisors where agents sit, and agent status messages.
"Plain and simple, contact centre managers are more effective when they're on the floor, visible, and accessible to agents," said Interactive Intelligence executive vice president of worldwide sales, Gary Blough.
"However, the challenge has been that once out of his or her office, managers lose visibility into statistics needed to do the job," said Blough. "We designed Interaction Supervisor iPad Edition to help supervisors react more quickly to agent and customer issues wherever and whenever. Faster decision-making based on detailed, real-time statistics means organisations can further improve their customers' experience - and that's what we're all about."
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