Service Activation & Monitoring
Aelera enhances the performance of our clients' service activation call centers by filling gaps within their current incongruent software and applications. The results are a consistent, high quality experience for their customers.
We help clients create an integrated Call Center Monitoring architecture that enables call center agents to log, categorize and provide disposition information for incoming calls. Agents can analyze and learn from customer contacts, including telephone, email and web self-service contacts.
Aelera also helps our customers develop business rules unique to their needs so they can enhance Call Quality Management. Captured contacts and reported metrics can be analyzed and shared enterprise-wide, allowing management to improve processes and enhance staff performance.