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PRESS
RELEASES
Vertical Introduces MultiSite Reporter 2.0 for Retail
Market
Visibility into Call Data to Improve Customer Service
and Operations
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CAMBRIDGE, Mass.
(September 8, 2005) --Vertical
Communications (ASFT.OB), a leading provider
of phone systems and voice applications that
help businesses boost revenue, increase
productivity and provide superior customer
service, today announced MultiSite Reporter
2.0 (MSR), a business intelligence
application that provides visibility into
calling data to help retailers safeguard the
customer experience and improve service and
operations.
MSR enables enterprises to measure the
effectiveness of their call-handling
infrastructure and the quality of customers’
calling experience – across the network and
for individual locations, departments and
agents. Working in conjunction with
Vertical’s InstantOffice IP-PBX platforms,
MSR draws extensive data from InstantOffice
to provide vital information on caller
behavior, the quality of the caller
experience and the effectiveness of voice
applications as well as employee
productivity and facilities usage.
“Most retail organizations have little or no
visibility into their customers’ calling
experience,” said Bill Tauscher, Vertical’s
president and CEO. “Abandoned calls,
extensive hold times and excessive transfers
can quickly erode an organization’s
relationship with its customers – new and
repeat – as well as damage its reputation,
sometimes irreparably. MSR has been
developed to help organizations extract this
kind of call data to provide better customer
service, enhance decision-making and
maximize revenues.”
“Microsoft SQL Server 2005 Reporting
Services integrates with Vertical’s
MultiSite Reporter to help our mutual
customers create business intelligence
solutions to gain enterprise-wide visibility
into their infrastructure and improve their
internal and external communications,” said
Alex Payne, senior product manager for SQL
Server at Microsoft Corporation.
MSR’s reporting capabilities automate the
capture, presentation and distribution of
information to the appropriate
line-of-business and functional managers. In
turn, managers can look across their network
of stores or view data at the level of
regions, individual stores, departments or
even specific employees and phone lines. Key
reporting features include:
Call Detail analyzes incoming and outgoing
calling patterns.
Call Management offers views of recent
history and historical trend data such as
queue times and call duration, across all
locations, at individual stores, or for
specific groups, queues, agents and callers.
Facility Management provides trunk usage
statistics, such as the number of inbound
and outbound calls, total number of all
calls, percentage of time all trunks are
busy, and the number of trunks out of
service. This feature offers analysis of
system performance and operations,
identifies over- and under-capacity
situations, and optimizes trunking at the
local level to save money while ensuring
stores are always accessible.
Exception Reports enable users to easily
adapt the 60 standard report templates to
their specific needs. With a wide array of
exception reports, users can define
threshold values that indicate a problem may
be imminent, so it can be further analyzed
and promptly addressed.
Additionally, MSR’s powerful scheduling
features allow any report to be
automatically generated at specified
intervals (daily, weekly, annually, etc.)
and sent to a pre-defined distribution list.
Authorized users can also access reports on
demand, or create ad hoc reports, and print
or email any report in widely used formats
such as Microsoft Office Excel, Portable
Document Format (PDF) and XML.
MSR works together with MultiSite Manager,
Vertical’s award-winning management console,
which allows IT staff to manage dozens,
hundreds or even thousands of InstantOffice
systems by logical groups – all from a
single location. Staff can easily perform
backups, upgrade software and implement
store changes remotely and at pre-scheduled
times, enabling highly efficient management
at a greatly reduced cost of ownership.
MSR is designed for the needs of
fast-growing retail companies with widely
distributed locations. The software supports
hundreds of simultaneous users and, like
MultiSite Manager, supports thousands of
sites. Built on scalable technologies
including .NET Framework architectures and
Microsoft SQL Server 2005, MSR also
facilitates faster queries and the flexible
addition of new reports over time. Web
access enables authorized users to view
reports from any browser on your corporate
network. The ability to control user access
via permissions enables key users to
safeguard sensitive data while providing
convenient access to decision makers.
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