Tadiran Telecom Launches Next-Gen Call Centre Soln

Tadiran Telecom, a global IP business telephony and communications supplier, has announced the EMEA and APAC launch of the Composit Contact Pro (CCP), its next generation call centre management solution for the Coral ACD call centre. CCP is IP based and includes among its features real time monitoring and historical reports, which are designed to maximise the service representative’s productivity, enhance the customers’ experience and improve overall service and efficiency. The CCP is the newest member of Tadiran’s range of call and contact centre solutions.

Once deployed, system supervisors are able to use the CCP to monitor call quality and service in real-time with call centre status information like: Number of calls and average wait time in queue, available agents in relation to the TSF (Target Service Factor), talk/ handling time, agents on private calls, deviations from the TSF and average time before abandonment.

CCP system managers can oversee performance and adherence to cost objectives by monitoring features such as the performance and activity of agents and groups, call distribution and traffic statistics as well as call results. Managers can also utilise Web-based historical reports to analyse trends and patterns over a defined period of time, and use the information for strategic planning and follow up to ensure a positive customer experience.

The CCP system will replace the legacy MIS system.