SHP - Contact Center Controller

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.

Contact Center Controller - SHP-MIS CC

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.

 

 

Benefits

  • SHP-MIS CC is customizable, scalable, and affordable so it works for every call center
  • Calculation formulas, time and material data allocation are documented in a central place.
  • No installation required; accessed over a Web browser.

References

  • ÖRAG Service GmbH - Handles customer service for clients of the Sparkassen Finance Group in Germany.
  • ROLAND Assistance GmbH - Provides support services that includes roadway repair service or emergency call control centers. Also provides emergency logistic services in case of road accidents
  • DATEV eG - Asoftware company and IT service provider for tax consultants, auditors and lawyers as well as their clients.

 

Supported Data Sources

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

Supported arcplan Versions

arcplan Enterprise Server Version 6.5+

Available Languages

English, German (others can be easily added)

Website

http://www.shp-frankfurt.de

 

Tags: MIS, call center, service center, contact center, reporting, reports, ACD, WFM, SQL Server, arcplan Enterprise, SHP, ACD reporting