Organizations use TASKE to report on their entire inbound, outbound, and internal call activities. They take its help to monitor and improve the performance levels of their call center agents, and to keep a check on call volumes and agent availability. In the Call Management domain, TASKE provides various services and products, such as TASKE Contact, Reporter, Visualizer, and Essential. TASKE Visualizer performs complex call record searches for call centers and everyday businesses while TASKE Reporter makes the call reporting capabilities for businesses with small, or informal call centers, very easy and convenient. These products and solutions can also be tailored to meet the individual needs of members and levels of the contact center team. Further, the services delivery can also be customized, where customers can be provided with a ready to use solution. TASKE, in conjunction with the Cisco’s contact center platform, provides real time analytics to ensure the optimal utilization of different activities in the organization.
TASKE’s innovative approach in call visualization, web based interfaces, automated application administration and multi-platform support has helped various companies with their contact center operations. One of its long-term clients, ClearPoint, was utilizing TASKE’s solution since 2005. In 2009, the company changed their old telephone system platform to the Cisco UCCX (Unified Contact Center Express), for sophisticated call routing and comprehensive contact management capabilities.
“Typically, callers who were contacting ClearPoint’s contact center agents, were under financial stress and it was important that they did not experience long wait times in queues, while their agents properly handled the callers’ issues,” says Johns. For this reason, it became vital that ClearPoint should be able to evaluate queue and agent performance on an ongoing basis. TASKE provided the snapshots of these queues and agent activity regularly, for a clearer understanding among stakeholders.
Organizations use TASKE to report on their entire inbound, outbound, and internal call activities, and take its help to monitor and improve the performance levels of their call center agents
Johns believes that in future, voice based contact centers will be the preferred choice for the finance, healthcare and education industries. The technology platforms will change, however the requirement to manage human resources from a reporting and real-time standpoint will remain the same. “In the upcoming years,” shares Johns, “We see a merging of reporting and real-time functions into a single analytics platform. We also plan to extend our forecasting and scheduling capabilities to make managing simpler,” he concludes.