Lakeland Regional Health Keeps Call Center Running at a High Level of Performance with OnTraQ

Lakeland Regional Health took its challenge of optimizing a fast-paced contact center with no analytics and deployed OnTraQ advanced contact center analytics. The complex problem had a simple answer. “Simply stated, OnTraQ does a great job for us.” Read how OnTraQ provided visibility into real-time call center activity and performance, resulting in a significant reduction in abandon rates and more efficient staffing model.

Oct 27, 2017

Unleashing Agent, Supervisor Potential in UCCX Contact Centers

OnTraQ Plus flips the traditional contact center paradigm upside down by giving managers, supervisors and agents control of their personal work environment. With OnTraQ Plus, Cisco UCCX contact centers elevate performance as team members see and believe they can succeed.

Jul 7, 2017

OnTraQ Plus Named “Great Product” at Cisco Live

Impact Technologies was excited to be a first-time exhibitor at Cisco Live and announce OnTraQ Plus. And, even more thrilled with the phenomenal response to the product.

Jun 22, 2017

Elevate your Contact Center to Elite Status with OnTraQ Plus

OnTraQ Plus, the latest contact center desktop tool from Impact Technologies, gives agents and supervisors access to critical data and analytics at a price you can afford. Your frustrations with endless reporting challenges, complicated implementation projects and budget busting projects are over!

Jun 14, 2017

Why Every Call Center Needs A Contact Center Analytics Solution

Lost calls represent lost revenue opportunities, and calls that spend too long in queue represent unhappy customers. But, what is simple to understand isn’t always easy to manage.

Jun 2, 2017

5 Reasons Your Contact Center Management Tools are Failing

Budget versus features, complex analytics versus ease of use, rigorous integration or ease of implementation? A contact center manager must have the ability to determine the trade off between these seemingly conflicting topics.