Mutare Software Announces Message Monitor Application
September 1, 2010
Mutare Software announced today the introduction of Message MonitorTM, one of five Express AppsTM that the company has introduced over the past six weeks. Message Monitor is a call center administrative tool that monitors agent voicemail inboxes and tracks changes in message status. Using the Message Monitor web interface, administrators select which inboxes to monitor, the time frame for monitoring activity, and the variables to include in a report.
Tracked information is written to a SQL database with fields such as mailbox/extension, what time the message was recorded, what time the message was played and/or deleted, and length of message. From that data, administrators may run a variety of reports that can be used to evaluate the efficiency and responsiveness of call center operations. The application resides on a customer-provided Windows server (can be a virtual server) and works with Avaya Modular Messaging systems, release 3.1 or higher.
"The Message Monitor application allows call center administrators to measure actual performance against service level goals," said Scott Brown, Mutare Software Director of Sales. "Call center activity can be monitored in real time from the Message Monitor website or saved to a report for future evaluation. Using the data from Message Monitor, administrators can determine where to make load adjustments so the center is working at maximum efficiency."
Mutare also offers Mailbox Escalation, another call center Express App that monitors selected voicemail boxes and sends a "message waiting" alert when the primary agent is unavailable. Both Message Monitor and Mailbox Escalation can reside on a single server.
A Mutare Software Express App is an off-the-shelf, value priced, quick-install solution that automates a specific business process. These low-priced applications address special communication challenges and streamline labor intensive processes resulting in lower labor costs and higher customer satisfaction. Other Express Apps from Mutare include Voice Forms, a time and resources-saving tool for creating and responding to voice-based forms; Password Reset, a self-service application for Avaya Modular Messaging that allows users to reset their own passwords; and Out Caller, a switch-agnostic application that automates outcall campaign.
About Mutare Software
Mutare Software is changing the way business communicates. Innovative messaging solutions such as EVM PlusTM and giSTTTM enable employees to read voicemail messages in email for faster decisions, profitable transactions, and closer relationships between customers, employees and suppliers. Mutare is known for its voice and web self-service applications, call center administration tools, and custom Interactive Voice Response (IVR) solutions that deliver high value and improve customer service. Visit www.mutare.com and see what Mutare Software can do for your bottom line.
