Conventional wisdom may state that small contact centers do not require technical intervention for supervisory and administrative activities, with manual labor being sufficient. However, it has been found that managers in small contact centers tend to spend an inordinate amount of time juggling agents' schedules and trying to monitor their performance. 

Also, small contact centers cannot afford to spend thousands on infrastructure and support. However, they must provide the same high level of customer service as their larger peers in order to remain competitive.

For such a scenario, our Small Contact Centers solutions are ideal, providing the following features: 

Ø Workforce performance and productivity solution including reporting tools and metrics

Ø Proper routing of different channels of communication such as calls, chat sessions, faxes, etc.

Ø Quality Monitoring using voice recording, screen capture and real-time monitoring

Ø Workforce management including forecasting, scheduling and adherence monitoring