Service Provider Benefits

Service providers are trying to migrate traditional, premise based solutions to hosted applications. The migration of customers is stifled by the lack of feature equivalency. For example, management and reporting tools are a key requirement for business customers, especially those operating in a contact center environment. These customers demand the same features and functionality from new systems as they had in their traditional PBX systems. emPulse provides the same capabilities found in traditional high-end PBXs thus eliminating the migration barrier for the contact center customer and insuring satisfaction with new services. Service providers immediately benefit from the ability to provide their customers with required contact center reporting at a premium price. Long term, service providers benefit by integrating their services directly into the customer’s business processes.

emPulse is 100% web-based which eliminates product support costs related to deploying a client application and supports anytime-anywhere access.

emPulse is fully documented and supported with configuration, administrative, and user guides as well as online help support for the end user.

Customer Benefits

Contact Centers
emPulse provides the contact center manager with:

• Real time capacity and queue statistics
• Agent lookup with presence and activity information
• Reporting on common call center statistics
• Call control and click-to-call features

All this is done while maintaining a single vendor relationship for both services and call center functions. All of these features are provided in the provider network via a web application allowing for no installations or maintenance on the customer’s premise.

Business Customers
Business customers benefit from traffic analysis and call accounting through network utilization, abuse detection, managerial reports and activity management. 

emPulse provides the business customer with:

• Historical call reports and graphs
• Call accounting and utilization dashboards
• Scheduled reports
• Alerts