Contact Center Controller (SHP-MIS CC) is a management information system designed specifically for call centers. It integrates data from multiple systems, e. g. ACD installations, CRM systems or workforce management systems, into one application.
Automated data imports and a unique security and authorization concept guarantees user access to actual and historical data. Multiple standard reports are included and users can run their own individual reports as well.
Microsoft® SQL Server (Version 2005+), Microsoft Analysis Services, Cisco, Avaya, Aspect, Nortel, Siemens, Solidus eCare, all ODBC- or OLEDB-capable data sources in the contact center area
arcplan Enterprise Server Version 6.5+
English, German (others can be easily added)
Tags: MIS, call center, service center, contact center, reporting, reports, ACD, WFM, SQL Server, arcplan Enterprise, SHP, ACD reporting