Webinar: PhoneUP 5.6 – Desktop Analytics capabilities for contact center

In our webinar on July 24th we covered how the new Desktop and Processes Analytics (DPA) features in PhoneUP 5.6 can help you monitor and optimize your contact center agents’ performance.

The importance of Desktop and Processes Analytics (DPA)

Today many companies evaluate agent performance only through call recordings and speech analytics. However, this approach provides an incomplete view. During a call, agents engage in a variety of computer activities: information search, CRM data entry, application switching and potentially using non-business-related content. All of these factors can impact call handling time and service quality.

PhoneUP 5.6 – comprehensive analysis

PhoneUP 5.6 combines call and desktop activity analysis to provide a complete view of agent performance. This enables you to identify agent skills to improve, and software to optimize.

Webinar agenda:

- Screen recording: understand actual agent activities

- Desktop and Processes Analytics (DPA): monitoring and analyzing agent activities

- A comprehensive approach: combining call and PC activity analytics

- DPA module capabilities: quickly identifying real agent performance issues

- Live demonstration

Who’s this for? Contact center leaders, analysts, and specialists interested in improving agent performance.

Presentation link: DPA-webinar.pdf

We appreciate everyone who joined us! We’d love to see you at our upcoming webinars!

Interested?

We will be happy to share our expertise to solve your business and technology challenges.

Lets talk.

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Back to the list

PhoneUP 5.7 introduces new features like conversation notifications, a Desktop Analytics module, and more. These enhancements will empower you to more effectively analyze employee call recordings, both for improving customer service and for ensuring the security of your corporate communications.

Secure current pricing before September 1

PhoneUP 5.6 Release: Desktop and Processes Analytics for a contact center

We’re excited to announce PhoneUP 5.6 – a major update with DPA and several important improvements. Join us on July 24th for a webinar where we’ll demonstrate the new features in action and answer your questions.

Webinar: PhoneUP 5.6 – Desktop Analytics capabilities for contact center

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