Telephony Integration Services is a collection of bespoke services provided by eg to help improve the:

• Effectiveness of front line operations
• Productivity reporting of all call handling staff
• Ability to achieve the optimum operating models within front and back office operations.

How does eg Telephony Integration Services fit with my existing Telephony software applications?

eg Telephony Integration Services is designed to complement telephony call capture applications providing an additional dimension to effective resource modelling.

By replicating incoming calls as distinct operational tasks, eg Telephony Integration Services is able to provide real-time reporting across a range of hierarchies (such as individual, team, function, location etc) that illustrates a full call analysis relating to the effectiveness of:

• Call handling resource
• Call related work allocation and selection
• Post contact hand over to operational support functions.

By deploying eg Telephony Integration Services clients will benefit from joined up information architecture that provides real-time, robust MI at individual, team and enterprise levels that help:

• Exploit the full capabilities of software applications
• Managers and Team Leaders understand the true effectiveness of front-line operations
• Managers flex front and back office staffing models to achieve optimum use of resource and capability to meet expectations.