Analytics Engine

Our Analytics Engine is able to provide standard historical reporting capabilities found in other reporting packages, such as call activity and agent performance. However, what sets it apart is the level of integration with client internal systems and our ability to adapt the delivery of our data to our partner’s needs. While traditional reporting packages are often limited to providing only standardized call-specific metrics such as Average Speed of Answer (ASA) and Average Handle Time (AHT), our call activity reports are specifically customized to Service Level Agreements (SLAs) and can map Automatic Number Identification (ANI) trends in real-time. Our agent performance reports are linked to recordings, QA scores, and customer survey results. Our Analytics Engine provides us and our clients with a seamless, uninterrupted view of how each engagement is running at any given point in time.

Call Center Suite

We’ve created a host of proprietary tools to manage our day-to-day operations. Our Call Monitor functions as our ACD real-time reporting dashboard and enables management to view activity for all of our contact center engagements in one centralized web interface from anywhere with a secure internet connection. OneSupport’s Call Monitor is unique in the industry in how it allows complete integration between our phone system, CRM, Messaging, and HR applications.

Contact Center Management

Our contact center platform is a proprietary system developed in-house in order to provide the most customizable and integrated solutions for our customers. While out-of-the-box platforms already provide similar capabilities, we have yet to find a platform that offers as much unparalleled integration as well as the ability to adapt and grow with our clients. Our contact center management system (CCMS) was built on top of a full-featured IP telephony platform with rich features that enable us to customize call flows, staffing, service level, and reporting for each engagement. Our CCMS provides skills and proficiency-based call routing and scripted call flows ensuring that customers are directed to the agent most suited to their needs. The intelligent IVR extends our existing offerings with multi-language speech capabilities and polling of customer data from database sources to minimize customer input and provide a tailored experience. Combined with our proprietary real-time ACD and reporting engine, our platform provides a level of scalability and visibility that surpasses other platforms.

Web Based Chat

OneSupport utilizes an instant messaging platform built on the XMPP protocol to provide web-based chat services, and our platform allows us to fully customize the end-user experience. It is equipped with an intelligent queuing system which ensures that requests are directed to the most capable agents so that our customers can expect the same premier level of support that they receive when calling our contact center.

Scheduling

Our proprietary Workforce Optimization (WFO) application supports shared and dedicated agent models that enable us to build staffing models specific to client needs. The application has been customized specifically for our scheduling process and allows prioritization based on performance and availability as well as multi-skilling. Our blended Work-at-Home and in-center delivery provides a broad employee base to choose and schedule from.

The Engagement Manager (EM) oversees day-to-day operation of the program. The EM typically works with each client’s corresponding vendor manager and is responsible for communicating any requests and/or process improvements to that vendor team. The EM clearly defines and carries out policies and procedures for the newly partnership, ensures that performance goals and KPIs are met, and also is responsible for developing reporting data for internal teams, coordinating the proper distribution list and frequency. The EM is responsible for scheduling and running internal meetings and establishing short and long term goals.

Knowledge Base

Our knowledge base was designed around a popular Wiki-based management system to organize all the information used for assisting end-users. Along with providing a familiar and intuitive interface for our agents, the built-in content management system allows us to quickly update any documents ensuring that the information presented is as up-to-date as possible, resulting in less mistakes and quicker problem resolution.