NUVIA CONTACT CENTER AGENT & SUPERVISOR CLIENTS - Telogiks

PROACTIVELY MANAGE CUSTOMER INTERACTIONS

Nuvia Tools for Contact Center Agents & Supervisors

The most expensive part of any customer interaction is labor. If your organization can save even a few hours a week of a person’s time it will more than justify your Contac Center deployment. Nuvia makes sure that Agents and Supervisors have what they need to expedite, monitor, and optimize transaction times – positively impacting customer satisfaction, top line revenue, and bottom line expenses. With Nuvia, your organization will have the tools it needs to proactively manage customer engagements and track results.

AGENTS & SUPERVISOR CLIENTS

The Nuvia Agent & Supervisor Clients are simple to use, yet powerful, applications
that create an effective and efficient Contact Center environment.

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Contact Center Softphone

Nuvia’s purpose-built softphone, included with each Agent & Supervisor subscription, is designed to optimize the agent and supervisor work environment.

For Agents:

  • Designed to Expedite Customer Interactions
  • Leverage Active Directory and Outlook Contacts

For Supervisors:

  • Real-time Agent Monitoring
  • Agent Call Recording
  • Call Break In
  • Agent Screen Capture

DATA DRIVEN SUPERVISION

It is often said that you cannot manage what you cannot measure. Nuvia provides the tools needed to measure real time and historical performance of Contact Center staff. With Nuvia managers have the tools they need to make the right decisions sooner – before issues impact revenue and satisfaction.

Call-Screen Monitoring

Real-time monitoring of active agent activities assures interaction performance and quality.
Nuvia Contact Center allows supervisors to monitor calls in real-time. It also allow them to monitor agents’ screens to observe website chats and other text-based communication.

Call-Screen Recording

Nuvia Contact Center can record both calls and the agent’s screen. Maintain a historical record of customer interactions to help evaluate staff as well as protect the organization.

Monitor Agent Activity

Easily monitor agent activity to enable proactive coaching or to manage more serious performance issues.Managers can react quickly to issues – before they impact the quality of customer interactions.

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Mobile Supervisor for Android

Managers often wear many hats. That may mean that a Supervisor can’t always be at their desk when issues arise. Nuvia’s Mobile Supervisor for Android offers a better way for busy managers to be vigilant even when they are on the move.

Mobile Supervisor for Android allows supervisors to:

  • Monitor agents and queues
  • Change their status
  • Instant message with agents

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