Downloadable computer software for use in the field of call center technology to permit users to access analytics and search functionality to view and track performance against service level targets in real-time, track and search inbound and outbound call centre interactions, generate performance level reports, generate historical statistics and reports on service level targets, trace contact flow-through, track hold-times, response times and call transfers, perform complex contact record searches, investigate contact flow paths, record call center calls and interactions in real-time, perform redaction and sentiment analysis; telecommunications software for telephone tracking and control; telecommunications software for supporting telephone switching systems.;
Software as a service (saas) for use in the field of call center technology to permit users to access analytics and search functionality to view and track performance against service level targets in real-time, track and search inbound and outbound call centre interactions, generate performance level reports, generate historical statistics and reports on service level targets, trace contact flow-through, track hold-times, response times and call transfers, perform complex contact record searches, investigate contact flow paths, record call center calls and interactions in real-time, perform redaction and sentiment analysis.;