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Avaya Call Center Reporting

Fortune 500 Search Engine Company Finds N-Focus Plus, Deploys Worldwide

Background

The customer in this case study is a very large, globally recognized search engine and technology leader. The company has experienced rapid growth in the last decade, resulting in significant growth in their call center environment via new hires and acquisitions. This expansion required them to reconsider how to get their users the right data at the right time for making quick decisions.

Challenges

While the business units had a need to have more people see more data, due to security requirements, restrictions needed to be in place to ensure that many users could only view data from within their unit. CMS Supervisor was a good option for power users, but it was too expensive and cumbersome to manage for the thousands of users who only needed access to their unit’s data.

The company also required highly functional, 100% web-based reporting with no plugins. In addition, they required an easy way to consolidate their multiple CMS servers’ data. Authorized users needed the ability to combine all CMS server data into a single easy-to-read report with one click.

Solution

The company chose N-Focus Plus in Q1 of 2013. They first investigated Avaya professional servers and the web reporting they offer, but it did not have the flexibility and depth of N-Focus Plus. They also looked at Avaya’s IQ solution, but that was too expensive and too complex for what they were trying to accomplish. They chose N-Focus Plus because it met their needs as a right-sized, easy to use and highly-functional web-based reporting interface that supported their CMS data consolidation requirements.

Implementation

The company performed a trial of N-Focus Plus for 30 days and it proved to be a success for the users and business units across the world. The N-Focus Plus was deployed within two months of the company discovering it. NetLert provided three days of training for all the business units. The solution is easy to learn, and all units are now able to quickly train their individual users.

Response

Users LOVE N-Focus Plus. Since the purchase they have upgraded three additional times to add on every agent and CMS server they have.

About NetLert

Based in the mountains of Western North Carolina, NetLert produces a variety of communications and reporting tools for the contact center industry. The company initially offered its enterprise level instant messaging solution, NetLert IM, but has continued to evolve, focusing on developing and refining new software products. Today, NetLert is uniquely positioned in the market place, providing innovative products based on leading-edge technology to contact centers of all sizes. For more information, please visit www.netlert.com.