Frontline Advisor
Informiam contact center solutions are designed specifically for the end user. We understand that each contact center is unique along with the challenges they face, therefore Informiam offers both conventionally packaged software as well as hosted solutions.
Informiam Frontline Advisor
"Before the Informiam solution, problems that affect our call centers such as call routing or staffing issues might go unrecognized for 30-45 minutes. With the Informiam solution, those situations are recognized within 20-60 seconds."
Senior Operation Manager
Technology Service Provider
Most agents want to do a good job. But given the average job tenure of an agent and the constant change in the contact center, how can they keep up?
Fortunately, Informiam Frontline Advisor is there to help agents and supervisors. Frontline Advisor monitors agent behaviors, performance statistics, and state exceptions in real time to look for and help enforce the business rules by which you operate. Illegal transfers are curtailed. Short calls are eliminated. Agents gain incredible efficiencies.
Frontline Advisor is designed to show an agent’s or a team of agents’ activity trends, user defined rule violations, and Key Performance Indicators (KPI) such as, calls transferred, average handle time, and number of calls answered. Frontline Advisor works in real-time so supervisors can be roaming and monitoring the floor rather than sitting at their desk watching screens or sifting through mountains of data. One can also increase the power with an additional Agent Option.
