Call Center

Simplify your support workflow with edgeSuite

Call Center

edgeSuite helps Call Center Managers improve performance by providing the right information and data to create informed strategies and workflow processes based off of collected data. Whether you’re connecting VoIP networks across the globe, or building a Workforce Management and Collaboration solution, edgeSuite provides a virtualized infrastructure including both logical and physical connections, whether web-based or data siloed, to help you monitor all of your systems.

edgeSuite’s advanced security features include Single Sign-On (SSO), Multi-factor Authentication (MFA), CAC, and custom authenticator support. The system can be custom branded to mimic your organization’s look and feel, while safely exposing internal tools and information to external users via secure proxy and single-port access, all structured around a role-based hierarchy. The system can even be configured to merge a series of multi-tenant applications and UI’s, including those that are not natively multi-tenant, into fully-integrated, scalable, secure multi-tenant portals.

Call centers rely on fast access to clean data that can help employees to resolve customer issues and keep operations running efficiently. Secure, simple and actionable data visualization is one way to ensure your center is operating at peak performance. Let’s explore the benefits of edgeSuite for the call center environments.

Speedy Access

When an end-user has an issue, speed is crucial. That customer doesn’t care how many disparate systems, or sources of data your call center staff has to access in order to assess and fix the issue. They just want their satellite television to work, or their latest order of office supplies to be delivered. With edgeSuite, your staff can use Single Sign-On (SSO) authentication to facilitate seamless shift changes, and replace long login sequences for multiple tools, authentications, and UIs.

Built-in Data & Web Integration

edgeSuite comes with more than 120 pre-built integrations that offer the ability to seamlessly unify existing views with all new visualizations that are actionable in real-time. The system can even be configured to merge a series of multi-tenant applications and Web UIs into fully-integrated, scalable, secure multi-tenant portals. What an opportunity for efficiency gains!

Built-in Data & Web Integration

edgeSuite comes with more than 120 pre-built integrations that offer the ability to seamlessly unify existing views with all new visualizations that are actionable in real-time. The system can even be configured to merge a series of multi-tenant applications and Web UIs into fully-integrated, scalable, secure multi-tenant portals. What an opportunity for efficiency gains!

Actionable Visualizations

The trouble with most visualization platforms is that the data is a snapshot of what may be happening, but it is often delayed by hours or even days, and in almost all platforms, it is not actionable. That means, even if visualizations are integrated, the call center employee must create a separate support ticket, or request for service, rather than taking direct action. As an HTML5-based solution with adaptive layouts, edgeSuite provides a virtualized infrastructure that offers immediate productivity gains.

Improved Speed and Reduce MTTI/MTTR

For Call Center Managers, the top priority is speed, and reduced Mean Time to Identification/Resolution (MTTI/MTTR). edgeSuite helps improve performance by providing the right information and data to create informed strategies, workflow processes and resolution to issues and outages. Whether you’re connecting VoIP networks across the globe, or building a Workforce Management and Collaboration solution, edgeSuite is the vendor-neutral Business Intelligence solution to enhance efficiency and reduce MTTI/MTTR.

Improved Speed and Reduce MTTI/MTTR

For Call Center Managers, the top priority is speed, and reduced Mean Time to Identification/Resolution (MTTI/MTTR). edgeSuite helps improve performance by providing the right information and data to create informed strategies, workflow processes and resolution to issues and outages. Whether you’re connecting VoIP networks across the globe, or building a Workforce Management and Collaboration solution, edgeSuite is the vendor-neutral Business Intelligence solution to enhance efficiency and reduce MTTI/MTTR.

edgeSuite is the industry's only secure, vendor-neutral integration platform providing rapid deployment, integration, and time to value

Want to learn more about how edgeSuite can simplify your workflow?