Companies continuing to innovate their business are conscious of how a project is managed and executed. Project management plays an important role of defining the success of a campaign or a project. How well it is initiated, planned, executed, monitored, controlled and closed identifies how less or how much the RoI would be.
Key Advantages of IAC in Project Management
Initiation - the initial stage determines the scope of the project. Choosing the right people to perform the task/campaign is necessary in developing an effective team. IAC's User Policy Management enlists all users/agents registered and you can qualify agents according to skill sets.
Execution - consists of phases and activities to be made to accomplish the project's requirements. This will involve a communication process to coordinate people and resources.
IAC has the following features helpful in project executions.
MMX Softphone
Preview and Progressive Dialing
Email, Fax and IM client
Video Conferencing
Collaterals Management
Dispatch
Approvals
All of IAC's features plus the following applications can be of great use during plan executions.
QLogix - executes mission-critical campaign responses through threads, tickets, dispatches, email, IM , fax...etc.
Context - executes first stage of transcription through the speech-to-text engine.
SELogix - executes sales related campaigns through quotes, dispatch and invoice creation.
QStats - executes survey responses through MIC (Multi-Channel Interview Console).
MessageWorx ME - executes marketing campaign through message blast (email, fax, SMS, voice).
Monitoring - are processes performed to observe project execution so performance is observed and measured regularly. Here are some applications to be used in monitoring agent/team/campaign performance.
CoreTex - a graphical monitoring tool for supervisors and managers that help in determining the number of engaged, on queue, on break, and logged off agents. Coaching features such as barge, listen and whisper helps in monitoring live calls.
CMetrix - a reporting tool that interprets data accumulated during the campaign process.
