AgentWatch Debuts for Avaya IP Office Call Centers

Jan. 19, 2011 - PRLog -- Metropolis Technologies, a leading manufacturer of telemanagement software, today announced the release of its AgentWatch call center management software for Avaya IP Office PBXs in single-site or multi-site environments.  AgentWatch is available in three models and presents businesses with a top-down view of inbound and outbound call center activity using customizable web-based dashboards to provide supervisors with real-time views of hunt group queue levels, user-selectable statistics, service level meters and “right now” agent activity.

“Our business partners asked Metropolis to create a modern call center application for their SMB customers and we responded” said Marcela Umana, VP of Sales at Metropolis Technologies.  She added “We invented an easy-to-understand user interface for AgentWatch and packed immense power behind it.  The response from our partners has been exceptionally positive and we look forward to adapting their ongoing ideas into AgentWatch.”

AgentWatch’s components are 100% web-based and do not require agents or supervisors to install any desktop software.  AgentWatch’s AgentLink module is an instant messaging tool to connect agents with other agents and supervisors.  AgentWatch’s “C2G” (Cradle-to-Grave) tool provides supervisors with step-by-step details of the handling of each telephone call and is useful for training purposes as well as dispute resolution.  For businesses that record agent telephone conversations, AgentWatch enables supervisors to search and playback any conversation and even email the recording.  AgentWatch can also capture and archive all agent voicemails for playback or emailing at a later time.  Call centers that utilize wallboards can display the names and photographs of current top performing agents as well as ticker tape messages received from AgentLink supervisors.   To learn more about AgentWatch visit: metropolis.com or call (954) 414-2900.

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Headquartered in Fort Lauderdale, Florida, Metropolis Technologies, Inc. has been creating award-winning call accounting and telecommunications software applications, such as OfficeWatch for Business and the highly acclaimed ProfitWatch for hospitality industry, since 1993. Metropolis serves several thousand customers of all sizes across a variety of verticals that include hotels, resorts, casinos, call centers, healthcare organizations, law offices, school districts, universities, government agencies, military bases and corporations of all sizes. Metropolis maintains a consistent reputation of excellence by providing every customer with client service, 24/7 technical support and reliable solutions.