emPulse – Automated Call Distribution (ACD) Reporting

CTI Group goes all-out to provide superior scalable applications for every communication manager's needs. emPulse provides modes of reporting and monitoring that benefit contact centers and businesses with heavy phone traffic to improve their efficiency. emPulse ACD Reporting is a carrier-class, multi-tenant application that allows the service provider to offer call accounting to their customers as a hosted service.

Contact centers need to know when agents are available, their queue times and lengths: service level visibility is critical to quality helpdesk service. emPulse provides this visibility. Management needs reports for hold times, accepted calls, and abandoned calls, to efficiently staff the call center. emPulse reports provide the needed information, filtered and tailored to the customers’ needs.

Whether located in a centralized location or globally distributed, ACD reporting provides a comprehensive view of agent activity and presence.

emPulse is a competitively priced, easy-to-use, web-based communications management solution that is accessed remotely, making it the most convenient solution on the market. emPulse is equipped with comprehensive reports to deliver the most-often requested telecom usage information to small and medium-sized businesses. ROI can occur immediately, but most often a true return is realized in 3-4 months. This quick ROI is achieved by identifying and eliminating external fraud, unnecessary telecom expenditures, employee time abuse, employee telephone misuse and lost business opportunities. Bottom line: emPulse allows your business to manage communication costs more effectively.