White Papers

Improving Call Center Efficiency Using Phone Number Monitoring

Now available to the call center manager is a new tool set that offers unique capabilities for both measuring phone system performance and providing real-time alerts when calls placed to a call center either fail or do not meet pre-established call response criteria. Scalable to fit both large and small call center environments, PNM technology in many cases can provide significant benefits with only a nominal investment. This white paper presents a hypothetical example of how PNM might be set up and used as a tool to report call failures or non-responsive monitor calls in real-time and to provide statistical reports on monitor call failures, call response and call hold time...