'Latitude' Call Management and Recording System Upgrade available for existing VoiStore users

Existing users of VoiStore Lite or Live systems can now upgrade to the new 'Latitude' call management and recording system, which seamlessly combines call recording and management into one application to provide a complete overview of inbound and outbound call handling performance helping organisations to train, monitor and motivate agents so as to maintain and improve customer relationships.

'Latitude' consolidates call-handling activities and enables supervisors to search for specific calls or groups of calls leveraging a multitude of relevant call data such as call volumes, call handling times, call lengths, service levels, calls abandoned, calls in waiting and calls overflowed. Having located a set of calls meeting the search criteria only a simple double-click is required to play back a specific call recording. The supervisor can then hear the content of the call to get a better understanding. For example supervisors may wish to track and improve performance by looking at data showing agents that are handling a below average number of calls or calls that are very short or long. They can then listen to a selection of calls to see if there are any problems and if further training is required.

'Latitude' with it's unique search, analyse, report and call playback features is available as an upgrade to VoiStore or in a cost effective software bundle.