Alteva has upgraded its Advanced Call Center, a cloud-based solution, to include call center reporting.
The enhancements offer Alteva customers real-time and historical data on agent and queue activity, utilization and performance, within a Web-based client.
“Alteva continues to innovate in the best interests of all of our customers who look to our future-proof solutions as a viable way to streamline business operations in the simplest, most efficient manner,” said Mike Timar, vice president of product management at Alteva. “Alteva’s Advanced Call Center provides great functionality and efficiency for businesses, eliminating the need for costly, on-premise call center solutions. The recent upgrades are indicative of Alteva’s dedication to providing our customers with the latest and greatest in technology for our customers.”
Other features of the solution, available via channel partners, include IVR, Automatic Call Distribution (ACD), incoming calling announcements and hold media (audio or video), call center management and options for when, where and how users manage their customers, agents and queues, and virtual queues to support agents and supervisors that span multiple locations.
It also has a reporting engine for logging in-depth historical data and trends on queues and agents.