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Next Generation Call Center Review

1

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Excellent

Revainrating 5 out of 5  
Rating 
5.0
Customer Service, Contact Center Software

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Description of Next Generation Call Center

Next Generation Call Center is an all-IP call center system that provides a interface for third-party service systems to obtain complete logs and monitoring data which helps to make customer service systems personalized, diversified, and role & domain-based.

Reviews

Global ratings 1
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Type of review

Revainrating 5 out of 5

Great product for call center management

The ability to see reports in real time. We can actually know where our agents are working at any given moment. There was no way to see who my top performers were without logging into their dashboard. I think this could be improved. Having access to the status of calls made/received would also help. I wish we could assign tasks to agents without having to log into their individual dashboards to do so. It takes too much effort to go through each agent's dashboard to check on their progress. I'm…

Pros
  • Able monitor performance metrics such as call handle times per shift compared against other shifts within same hours etc
Cons
  • Minor Issues