Some large-scale Contact Centers can accumulate very large volumes of data. They may have multiple locations with multiple dialers and multiple servers. This requires a solution that can handle not only the data requirements, but also gives users the views that they want of this information. The Softcom InsideEdge Enterprise suite works seamlessly to support enterprise sites like these, and at the same time provide High Availability technology to ensure data integrity and security.
Softcom InsideEdge Enterprise is comprised of four essential components designed to work as one integrated solution. These components give customers maximum flexibility, enabling them to focus on their areas of concern and meet their specific needs.
This is Softcom’s flagship solution for the Contact Center. Today’s contact center requires the ability to access critical information throughout the day, not only historical information but real-time as well. InsideEdge Supervisor has pre-built…
Softcom realized early on that one of the drawbacks of using a reporting and analytics tool is that as creative as supervisors are, they can’t create reports or KPIs themselves; instead they must rely on IT. Once delivered, IT must make modifications because…
InsideEdge System Manager
The InsideEdge System Manager allows select users to manage the Administration and Rights Management of the system. This management module allows users rights such as…
InsideEdge Agent Dashboard
Many contact centers today are becoming more interactive with their agents. Agents must always focus on their specific assignments, but you don’t want to isolate them either. It is important that they…
Provide your agents with performance information on Plasma or LCD displays. InsideEdge Wallboard technology will allow your agents to see call center statistics so they can manage their time more effectively. Show metrics comparing actual agent performance to target performance.