Desktop messaging, alerts, and notifications overview

Administrative tasks discussed in this document include configuring the web application to send and received alerts and desktop messages.

Suite applications for which you can configure desktop messaging, alerts, and notifications include:

• Workforce Management

• Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement.

• eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools.

• Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills.

• Customer Feedback Product in the system that provides a highly reliable, scalable and flexible voice and Web/email system for conducting intelligent and dynamic postcall and post contact surveys.

• Desktop and Process Analytics

• Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Analytics

• Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions.

• Real-Time Analytics (RTA) Framework

• Automated Verification