Product Overview
OneView’s roots are from solving a business insight problem posed by a frustrated CEO. He’d invested in a business development strategy that just was not producing results. He wanted to be able to quickly look into data he knew his Cisco communications platform was generating to independently assess the situation with impartial data. The CEO wanted to see if the call volumes being reported matched up with actual activity.
Specifications
Gain Insight into In-Bound Call Responsiveness & Hunt Groups
In every organization, there are processes that are driven by phone calls. Ensuring a high-quality experience, and limiting the percentage of calls going to voicemail, can make a critical difference.
That’s why teams of employees are set up to be able to share phone coverage responsibility, what’s known as “hunt groups”. Incoming calls ring amongst the team, “hunting” for someone to answer. This makes it easier for a team to work together to provide responsive coverage.
Identify Call Performance Issues Faster & Reduce Cost
OneView has a variety of features to make technical support easier, faster and cheaper:
Performance alerts
Threshold alerts
Flexible automated reports
Easy access to call detail
This can provide technical insight into common problem areas:
Utilization of PRI/SIP trunks
Complete call quality insight
Easy Communications Report Creation from both Call Manager & UCCX
From a single pane of glass, OneView delivers analytics for both your Call Manager platform and your Cisco Call Center. From one console, all call activity is accessible. Now it’s easy to select and integrate all types of call data into dashboards, views and reports. The report library and the ability to automate report creation and delivery, makes analysis flexible and easy.
Quantify & Analyze Employee Productivity
Functions such as Sales and Customer Service are most effective when callers can quickly connect to people, not voicemail. No matter where the employee is located. Understanding inbound and outbound call volumes provide helpful insight for workgroup managers.
How well is their team handling inbound calls?
Are they staffed to handle peak call times?
Are calls being quickly returned?
What percentage of calls end up in voicemail?
Are performance objectives being met?
OneView provides secure access for department managers to assess their team’s performance. OneView’s intuitive interface helps managers gain insight without IT intervention.
Analytics & Reporting for Cost Allocation
Organizations need tools to allocate communication costs with speed and transparency. OneView’s Call Accounting reporting makes it easy to capture and download resource usage. OneView helps identify opportunities for cost control. Examples are:
Analytics on trunk line usage informs efficient Telco contract negotiations.
Identify redundant resources for re-allocation and/or elimination of expense.
These are just two examples of how clients can gain insight, cost control and efficiency with OneView.
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