Rapid Reports enables ad hoc reporting via a sql query tool. Enabling advanced users to directly query the database for insights and to export data.

RapportCMS SFTP

• All customer and interaction data available
• Exports are completely customisable to enable integration to third part applications
• Data transfer to SFTP can be automated via the RapportCMS rule engine
• Secure file transfer protocol is PCI compliant
• Complies with industry best practice for security.
• Certificate and IP restricted access layers

RapportCMS Historical Reporting

• Mix of telephony and business data in the one report
• All data captured can be reported
• No summarised data
• Custom calculations can be added i.e. cost per sale per agent, % of quota
• Fully exportable to Excel or ODBC compliant database
• Available from any internet connection
• Many templates to choose from
• Reports can be customised

       The RapportCMS QQMS has the following features

•  Online Scorecards
•  Scorecards are fully customisable by campaign / Call Type
•  Scorecards provide an aggregated score across agents, teams and contact centres
•  QQMS score can include Qualitative and Quantitative data
•  Routing decisions can be made using QQMS scores
•  Scheduling decisions can be made using QQMS
•  Individual performance reports can be accessed as feedback by agents.
•  Multiple scorecards can be filled out for a single call, enabling ‘calibration of assessment’ between assessors.

The RapportCMS Call Recording has the following features

• 100% of calls to be recorded or recording on demand
•  Multiple recordings of the same conversation – one for quality and the other for compliance
•  Recording can be activated/deactivated by the call scripting and therefore collecting only the required information
•  Call stored for 30 days on-line and then available as needed on DVD
•  Integrated Quality Assurance – QQMS Compliance module
• Customised Scorecards for each call type
• QQMS data can be intergrated in to routing stratergies

RapportCMS real-time dashboards

• Mix of telephony and business data in the one report
• All data captured can be reported
• No summarised data
• Custom calculations can be added i.e. cost per sale per agent, % of quota
• Fully exportable to Excel or ODBC compliant database
• Available from any internet connection
• Many templates to choose from
• Reports customised for free if agreed to go into the Template library

RapportCMS Payroll

• Presence engine captures all payroll time and day information
• Gross agent remuneration can be calculated by agent by campaign by project
• Time sheets can be ‘pushed’ to agents for approval within Teleworker
• Timesheets can be ‘disputed’ or accepted’
• Payroll administrators can contest disputes or approve for payment
• Payroll files can be developed for most accounting applications –
  MYOB, Sage, Quicken
• Net pay information (after tax and entitlement is calculated by accounting software) then imported back in to RapportCMS

Managed by our Professional Services team, the RapportCMS Rule Engine has the following features. The back office processing tool, enables the scheduling and running of office process within the RapportCMS RAD environment (Rapid Application Development)

Examples:

• Email gateway
• SMS  gateway
• Emails and SMS can be automatically sent to customers with data collected during the interaction
• Agent does not need to see or manage the process, simply follow the script
• Data file automatically posted to SFTP sites, emails to mail houses
• Process XML integration with external web sites
• Automation of data cleaning and data updating/appending

RapportCMS Interaction Management & Scripting has the following features

• The Scripting tool is unique differentiator for RapportCMS
• Complex or simple processes can be mapped
• Agents only need to be follow the prompts – ensures consistency of service
• All data collected within the platform may be reported on
• Third party applications can be “popped” within RapportCMS at the key moment in a process flow

RapportCMS Interaction Management & Scripting

• Complex or simple processes can be mapped
• All data collected within the platform may be reported on
• Customer data can be utilised within the script and is capable of the following:
• Include name and product details
• Outcomes from previous interactions such as sales or complaints
• Acknowledge long wait times
• Customer value or products can automatically trigger different scripts
• Personalised interactions

RapportCMS Scheduling

• Agent Scheduling (Rostering) system integrated into RapportCMS
• Ability to Auto Schedule if no roster is required
• Time of day security controlled by scheduling (if you’re not scheduled on, you can’t log-in)
• Agent Availability prompted in ‘Teleworker’, rolling 14 day basis
• Shift Review available to agent through Teleworker
• Reverse Rostering – Shift can be matched back to agent availability

RapportCMS Queue Monitor

• All Queues monitored with live dashboards
• Queue Alerts can be set by campaign to indicate unusual call / queue durations
• SMS Alerts can be set up to let management know of  long Queues
• Queue Dashboard configured to work on any size of screen
• Single or multiple queue views can be configured
• Campaign data (such as ROI) information can be included on Queue Dashboards

RapportCMS Virtual Classroom

• Online Classrooms can be established per customer.
•  Virtual training can be conducted ‘within’RapportCMS  Teleworker”
• Application sharing.
• Supports PowerPoint and PDF
• Whiteboard Sessions
• Integrated voice bridge

RapportCMS Recruitment system

• Online recruitment module included in RapportCMS
• Customisable Application process
• Customisable Questions and Tests
• Variable Pass / Fail thresholds
• Candidate management ( Auto Email function with document management)
• Generation of  online “To Do” list for Recruitment coordinators
• Successful candidates are Auto set up in RappoprtCMS production environment “ready to go”

RapportCMS outbound preview dialler

• Flexible list creation and management
• Powerful filtering tools for ‘on-the fly’changes to queues
• Simple to use dialler management, no IT required
• Self pacing algorithms ensure maximum list penetration and agent utilisation
• Utilises Rapports’ powerful scripting engine

RapportCMS Outbound predictive dialler

• Flexible list creation and management
• Powerful filtering tools for ‘on the fly’ changes to queues
• Simple to use dialler management, no IT required
• Self pacing algorithms ensure maximum list penetration and agent utilisation
• Utilises Rapports’ powerful scripting engine

Intelligent call routing

• Skills based routing
• Virtual contact centre, an agent can log-in from anywhere and be part of a single contact centre
• Utilises Rapports powerful scripting engine
• Screen pop

RapportCMS ACD

• Skills based routing
• Virtual contact centre, an agent can-log in from anywhere and be part of a single contact centre
• Utilises Rapports powerful scripting engine
• Screen pop