AI & Call Recording: 5 Ways Sentiment Analysis Can Boost the Customer Experience
In the competitive landscape of customer service, understanding the nuances of customer interactions can be a significant differentiator. Sentiment analysis, when applied to recorded calls, provides a sophisticated means of interpreting these interactions beyond the surface level. This technology leverages artificial intelligence and machine learning to decode the emotions embedded in customer communications, offering profound insights into customer satisfaction and service quality. Let's dive into what sentiment analysis is and how it can seriously level up your company's service game.
What is Sentiment Analysis?
Sentiment analysis is an advanced analytical process that examines text or spoken language to identify the underlying emotions. This technology assesses the tone, mood, and sentiments expressed, categorizing them into positive, negative, or neutral feelings. Is the customer happy, frustrated, confused? Sentiment analysis processes recorded calls to detect subtle cues about customer emotions, enabling companies to understand not just what is being said, but how it is being expressed.
Turning Voices into Data
When applied to recorded calls, sentiment analysis transforms routine customer interactions into valuable data. By evaluating how customers express their thoughts and feelings, companies can gain a clearer understanding of their overall satisfaction and the effectiveness of service strategies.
Advantages of Sentiment Analysis for Enterprises
- Improved Customer Insights: Sentiment analysis provides a deeper understanding of customer emotions and behaviors. By identifying trends and patterns in sentiment, companies can better align their services with customer expectations, enhancing satisfaction and loyalty.
- Proactive Issue Resolution: This technology enables companies to identify negative sentiments and potential issues before they escalate. By intervening early, businesses can improve customer relations and mitigate problems, thereby reducing the risk of customer churn.
- Enhanced Training Programs: The insights gained from sentiment analysis are invaluable for employee training. By understanding which approaches correlate with positive customer reactions, trainers can tailor programs to reinforce effective communication skills and service techniques.
- Data-Driven Marketing and Sales: Sentiment analysis helps refine marketing strategies by revealing customer preferences and dissatisfaction. This information guides businesses in focusing their efforts on popular features and improving areas that generate negative feedback.
- Increased Customer Retention: By continuously adapting services based on customer emotional feedback, companies can foster stronger relationships and enhance customer retention. This tailored approach ensures that customers feel heard and valued, crucial factors in maintaining loyalty.
Conclusion
Sentiment analysis on recorded calls offers a comprehensive tool for enhancing service delivery and customer satisfaction. By leveraging the emotional intelligence provided by this technology, companies can make informed decisions that lead to improved service outcomes and stronger customer relationships. In the realm of customer service, where emotions significantly impact decision-making, sentiment analysis serves as an essential asset for any forward-thinking enterprise.
If you’re interested in knowing more about how NUSO Connect Recorder leverages sentiment analysis to analyze recorded conversations, you can contact us anytime at contact@nuso.cloud or marketing@midasolutions.com
Unleashing Collaboration and Innovation at Enterprise Connect 2025 - Join NUSO at Booth #931
Be Our Guest at Enterprise Connect & Save $700
Enterprise Connect gathers industry leaders, technology enthusiasts, and business professionals to explore the latest advancements in communications and collaboration technologies.
Only the NUSO Guest code provides $700 off both Premium and Standard Conference passes—plus free Expo Plus passes (a $249 value). This discount is the highest and only discount available across ALL pass types; you won’t find a better offer anywhere else!
Buy Your Ticket with NUSO Discount Code
At Enterprise Connect NUSO will be showcasing a complete suite of cutting-edge communications solutions for businesses of all sizes and industries. Attendees are invited to visit NUSO at Booth #931 to ask questions or watch demonstrations of NUSO’s flexible, enterprise-grade communications solutions engineered to meet the needs of any-sized business or industry.
NUSO Connect: Your Gateway to Enhanced Communication
NUSO Connect is not just a product; it's a suite of solutions designed to streamline business operations and enhance internal and customer communications.
- NUSO Connect for Business – a compact, voice-centric and smart call center for businesses wanting to improve customer relationships. It includes smart IVRs, attendant console, and advanced call routing. Certified for use with Microsoft Teams™.
- NUSO Connect for Enterprise – an advanced, omnichannel contact center platform, with AI-powered functionalities including transcription, sentiment analysis, automatic summarization, advanced chatbots, and more.
- NUSO Connect Recorder – a flexible recording system to enhance compliance that seamlessly integrates with unified communication platforms and is certified for Microsoft Teams.
These tools are crafted to integrate seamlessly into existing business processes. NUSO Connect is multitenant by design, and supports high availability, making it an ideal solution for finance, healthcare, transportation, and other critical environments.
NUSO Bridge for Microsoft Teams: Bridging Platforms for Better Collaboration
NUSO Bridge for Microsoft Teams seamlessly integrates full-featured voice systems into Microsoft Teams. This integration leverages the strengths of both platforms for a simplified, powerful and efficient communications and collaboration experience.
Why Attend?
Enterprise Connect 2025 is the perfect venue to witness firsthand the innovations that are redefining the landscape of business communications. It's an opportunity not only to explore what NUSO offers but also to engage with peers, industry leaders, and technology innovators from around the globe.
Don't miss out on this opportunity to see the future of communications technology in action. And take advantage of the exclusive NUSO discount!
Booth #931 for Live Demos and Expert Insights
The NUSO team will provide live demonstrations and discuss how NUSO’s products can address specific business needs. Whether looking to enhance customer interactions, improve team collaboration, or streamline communication tools, NUSO has a solution.
Exclusive Discount for Our Partners and Customers
NUSO is pleased to offer a discount code for our esteemed partners and clients. Contact NUSO today to receive a $700 discount code. NUSO appreciates your partnership and trust in NUSO solutions.
Need Help with your Tickets purchase? Contact NUSO
FVC Unified Communication & Collaboration Summit 2025
After the outstanding response to previous editions, we are thrilled to announce we will be part of the third edition of the FVC annual summit dedicated to Unified Communication & Collaboration (UCC) solutions. This year the event will take place in Bahrain from February 18 to 20, 2025, and it will be packed with even more innovation and networking opportunities.
FVC: a successful partnership
FVC (First Video Communication) is a leading value-added distributor and solutions provider specializing in Unified Collaboration, Audio-Visual (AV), and other advanced IT technologies. Mida Solutions has been partnering with FVC since a few years ago, to distribute CC&C (Contact Center & Collaboration) applications across the MEA region.
With a strong footprint across that area, FVC connects world-class vendors with local partners to deliver innovative, high-quality collaboration and communication solutions. Through its broad network and deep industry expertise, FVC empowers organizations to enhance productivity, streamline operations, and stay at the forefront of digital transformation.
What’s in Store at 2025 Summit?
- Partnerships of Excellence
As in the previous event—featuring industry giants like Zoom and Microsoft—FVC will bring together top vendors and key partners in the UCC and AV markets. - Focus on Next-Generation UCC/AV Technologies
In a world where communication is increasingly hybrid and distributed, collaboration platforms and tools are more crucial than ever. - Saudi Arabia Growth
FVC strategic choice of Bahrain aims to attract partners based in Saudi Arabia, one of today’s most dynamic and high-potential markets. - High-Level Networking
Last year’s summit welcomed over 50 Tier 1 partners from across the Middle East and Africa, and we’re expecting similarly strong attendance this time around.
Building on the momentum of #FVCUCC2024, FVC is committed to the same spirit of innovation, collaboration, and continuous learning that made last years’ summit a standout. Get ready for plenary sessions, interactive workshops, and engaging discussions with the industry’s leading voices.
Why You Can’t Miss It
- Discover the latest trends in videoconferencing, VoIP, and collaboration solutions.
- Expand your network through both structured and informal networking sessions.
- Share best practices and real-world case studies with international experts and professionals.
- Position yourself as a top partner in the MEA technology landscape.
When & Where
- Dates: February 18–20, 2025
- Location: Bahrain,
Keep an eye on #FVCUCC2025 on social media. Can't make it to the event? Don't worry, drop us an email and let's discuss how UC&C applications can drive growth and innovation for your company!
NUSO Renews and Expands Certification for Mida Compliance Recorder on Microsoft Teams
We are thrilled to announce that NUSO has officially renewed the Microsoft Teams certification for the Mida Compliance Recorder. This renewal marks our ongoing commitment to delivering cutting-edge UC solutions and highlights our mission to make our applications compliant with Microsoft Teams™ expectations and standards.
Expanding Certification to Test the Solution for New Features Introduced by Microsoft
With this latest certification renewal, the Compliance Recorder is now tested to ensure the capture of complete Teams conversations, including:
- Audio: Clear, reliable recording of all spoken communication.
- Video: High-quality recording of video interactions, ensuring that visual context is preserved.
- Screen Sharing: Capture of shared content during Microsoft Teams meetings, essential for documenting presentations, discussions, and collaborative sessions.
NUSO’s Mida Compliance Recorder was also tested to fulfill two new features, as Delta Roster and Grouping.
How Delta Roster Works
With the growing adoption of Microsoft Teams, large meetings with hundreds of participants are common. These meetings are currently causing performance issues for Compliance Recording when dealing with participants’ roster notifications. The Large roster JSON notifications require a lot of compute power to (de)serialize, which affects the CPU on our partners’ utilization and memory consumption of the applications using Graph Calling SDK.
Instead of publishing a full roster for every add, update, or delete operation on individual participants, SDK can now enable delta roster notifications that will have just the updated participant list and sequence numbers.
“Combined with the BOT grouping feature released in the previous v1, we hope this helps our partners address the challenges with compliance recording for XL meetings,“ Microsoft says.
How Grouping Works
Grouping is a new feature released for Graph/SDK V1.0. It means one Compliance Recording (CR) BOT instance can handle multiple users with recording policies assigned in a call or meeting at the same time. It is an optimization for large meeting cases to make sure fewer CR bots can handle more users.
Why This Matters for Our Customers
In today’s digital-first world, Microsoft Teams has become a central platform for communication and collaboration. Expanding the scope of compliance recording to include video and screen sharing – with the ability to test software functionality even in XL Microsoft Teams meetings – is mandatory for NUSO and Mida Solutions. Providing these features is crucial for organizations that need to ensure regulatory compliance, monitor interactions, and maintain comprehensive records of their business communications.
With the Compliance Recorder’s enhanced capabilities, customers can now benefit from:
- Full Context: Capture every element of a conversation, ensuring nothing is missed.
- Regulatory Compliance: Meet industry-specific requirements for recording and storing communications.
- 100% Reliability of Recordings: even in Teams meetings with hundreds of participants
A Pioneer in Compliance Recording
In 2022 Mida Solutions was among the first vendors to achieve Microsoft’s certification for Compliance Recording on Teams, initially focusing on audio streams. This first achievement underscored Mida's commitment (now shared with NUSO) to providing reliable and innovative solutions to our customers worldwide.
Looking Ahead
At NUSO, we are committed to continuous innovation and delivering the best solutions to our customers. The renewal and expansion of this certification reflects our dedication to staying ahead of the curve and meeting the evolving needs of businesses worldwide.
We’re excited to continue helping our customers navigate compliance challenges with confidence, now with the most comprehensive Microsoft Teams recording capabilities available. Artificial Intelligence is another topic in our evolving roadmap, and we’ll be able to deliver reliable, predictable AI functionalities very soon.
The Framework: What is the Microsoft Teams Certification?
The Microsoft Teams Certification program is a rigorous process that ensures third-party solutions meet Microsoft’s standards for quality, reliability, and security. Products that achieve this certification are tested and validated to integrate seamlessly with Teams, offering customers confidence in their communication and collaboration tools.
For businesses in regulated industries, compliance recording is essential to meet legal and regulatory requirements. Achieving Microsoft certification signals that a recording solution meets the high standards necessary for securely capturing, storing, and managing communications within Teams.
For more information about the Compliance Recorder and how it can support your compliance needs, visit our website or contact us today!
NUSO and Wavecrest Partner to Enhance International Cloud Communication Services
NUSO and Wavecrest, a developer of managed voice and messaging services, have entered a strategic partnership to expand global cloud calling capabilities. This collaboration addresses the growing demand for reliable international origination and seamless voice termination for businesses worldwide.
As part of the agreement, Wavecrest’s network Edge technology will be integrated into NUSO’s global platform, delivering enhanced international voice services and robust call management. The two companies combine complementary expertise to provide cloud communication providers and businesses with a comprehensive, reliable solution.
“This partnership allows us to expand our international voice services for contact center and unified communications customers, while enhancing platforms like Microsoft Teams, Zoom, and Webex calling,” said Matt Siemens, CEO of NUSO. “The integration of Wavecrest’s Edge technology strengthens NUSO’s cloud services, providing a level of call control and management that empowers us to better support our expanding global customer base.”
Andrew Bale, Strategic Advisor to Wavecrest, commented:
“NUSO’s call control platform is among the most robust in the industry. By combining our Edge technology and international long-distance expertise with NUSO’s innovative solutions, we’re delivering a truly unique, integrated offering that helps businesses thrive in an increasingly connected world. This partnership enables us to address the need for more innovative, comprehensive voice and messaging solutions in key markets.”
This collaboration represents a step forward for both companies. By uniting Wavecrest’s global network and intellectual property with NUSO’s advanced communication solutions, businesses worldwide gain access to secure, reliable, and state-of-the-art cloud calling services.
About NUSO
NUSO connects business owners with their customers simply, reliably, and affordably. With a focus on small and midsize businesses, NUSO provides advanced unified communications and collaboration (UC&C) solutions, ensuring customers have access to cutting-edge technologies without the complexity or cost traditionally associated with enterprise-grade services. NUSO’s platform is known for its resilience, inbound redundancy, and affordable, high-quality service. Recently achieving ISO 27001:2022 certification, NUSO is committed to providing secure and reliable communication solutions worldwide. For more information, visit www.nuso.cloud.
About Wavecrest
Wavecrest is a global managed voice and messaging services company. Its secure, scalable, telco-grade, enterprise-friendly platform connects cloud communications providers and telecom operators in a fully compliant and open environment. With over 20 years of experience delivering high-quality international voice services, Wavecrest serves over 200 carriers and cloud players across 50+ countries, including industry-leading reach into emerging markets like Africa and Asia. Learn more at www.wavecrest.com.
To read the official Press Release please visit this page at Businesswire.com.
NUSO Expands Enterprise Cloud Contact Center Capabilities with Acquisition of T-Metrics
Clayton, MO – November 19 – NUSO announces the acquisition of T-Metrics, a provider of advanced contact center solutions and communication tools for the enterprise, US Federal, State, and Local government markets. This acquisition strengthens NUSO’s mission to deliver secure, scalable, and customizable communication solutions for businesses, governments, and educational institutions of all sizes to communicate with their customers and engage their employees.
By integrating T-Metrics’ technology, NUSO enhances its offerings with enterprise-grade customer experience tools that meet rigorous government security standards in any deployment model.
T-Metrics offers certified cloud-based solutions that comply with FedRAMP, StateRAMP and TXRAMP requirements, and premise-based (JITC) solutions, enabling it to serve critical government sectors and high-security industries with unmatched flexibility and security.
“The combination of NUSO and T-Metrics offers a comprehensive, customer-centered, omnichannel solution that will connect businesses, schools and governments with their customers and users. Our decision to acquire T-Metrics was made easy as we discovered the remarkable talent within the team, which aligns with our customer-experience vision,” said Matt Siemens, CEO, NUSO.
“I'm excited to welcome T-Metrics employees, partners and customers to NUSO!” “This acquisition combines NUSO’s and T-Metrics’ strengths to deliver advanced, omnichannel communication solutions,” said Matt Siemens, CEO of NUSO. “We’re excited to welcome T-Metrics’ team and customers to NUSO.”
NUSO’s platform, now further bolstered by T-Metrics’ technology and expertise, is committed to delivering advanced, affordable, and secure communication solutions. Clients across industries, including federal, state and local government, healthcare, and education, will benefit from the combination of NUSO's decade of cloud communications experience, T-Metrics’ proven track record of delivering robust, reliable communication infrastructures, and the combined team's high level of personalized service and solution-oriented support. This powerful combination is augmented by seamless integrations into Microsoft Teams™ and Zoom™ Phone, business reputation management tools like NUSO Brand Watch and Branded Calling ID (BCID), the industry's only inbound redundancy capability in NUSOflex, and robust text messaging solutions.
For more details, please see the official Press Release or visit www.nuso.cloud.
Mida/NUSO @GITEX: the strong partnership with FVC and Ribbon Communications
GITEX (Gulf Information Technology Exhibition) is one of the largest and most prominent annual technology events in the world. Hosted in Dubai, UAE, GITEX attracts leading tech companies, innovators, government leaders, and entrepreneurs from across the globe.
For attendees, it is an opportunity to witness the latest technological advancements and engage with innovators and thought leaders.
A particular area of focus for this year will be Unified Communications (UC), with Microsoft Teams and Zoom taking center stage as a leading solution in this space.
What to expect from Mida/NUSO at GITEX
At GITEX we will be at HALL 13 – A20 sharing the booth with First Video Communication (FVC), a VAD (Value Added Distributor) that provides solutions across essential areas of enterprise computing: unified communications, unified collaboration, audio-visual, infrastructure and information security.
A winner of multiple industry awards, FVC is one of the leading VADs across the Middle East and Africa, counting more than 100 team members across United Arab Emirates, Saudi Arabia, Morocco and an expanded presence in Nigeria, Ethiopia, and Algeria, FVC works through its growing network of channel partners in over 50 countries across the region.
FVC is offering exclusively in MEA region Mida Solutions certified UC applications for Microsoft Teams and Zoom. And is also Ribbon Communications distributor.
Indeed, Ribbon will also be at GITEX with Mida Solutions and FVC, to showcase to visitors how easily you can move to cloud UC, when leveraging trusted partners for the transition.
What makes our joint offering interesting for businesses planning their migration to Teams, Zoom or VoIP in general, is:
- the complete integration and functioning of our applications with Ribbon Communications SBCs. With their range of award-winning and Microsoft certified session Border Controllers, SMBs and enterprises in UAE, and in the Gulf in general, can count on total security for their Unified Communications.
- Mida Compliance Recorder and Mida Cloud Contact Center are both officially certified for Microsoft Teams
- Mida Compliance Recorder can be configured, if required, to store recorded files on-Premises. That means that each company can decide where to store the recordings, either on a local server, or in the cloud (both in a private cloud or public cloud, in the Country of preference).
- Businesses will be able to count on secure technologies, with the flexibility to address the needs of any-sized business.
- Teams/zoom future proof solutions introducing Artificial Intelligence to enhance business processes at a click
GITEX Key Themes and Focus Areas for 2024
This year GITEX is expected to feature several key areas that align with the technological trends shaping the future. These include:
- Artificial Intelligence & Machine Learning – As AI continues to revolutionize industries, GITEX 2024 will spotlight its applications in areas like healthcare, finance, education, and autonomous systems.
- 5G and Connectivity – The rollout of 5G networks will have a profound impact on everything from smart cities to autonomous vehicles, making it a central topic at this year’s event.
- Sustainability & Green Tech – In line with global initiatives to tackle climate change, GITEX will feature innovations in renewable energy, smart grid technology, and sustainable digital solutions.
- Metaverse & Extended Reality (XR) – With the growing influence of the metaverse, GITEX 2024 will explore the future of virtual environments, augmented reality (AR), and how they intersect with industries like entertainment, education, and retail.
- Blockchain & Crypto – As blockchain becomes more integrated into financial systems, supply chains, and government operations, discussions and demos at GITEX will highlight its growing impact.
- Cybersecurity – With increasing digital threats, the importance of cybersecurity will be a key focus, with discussions on advanced protection measures, data privacy, and threat detection technologies.
Do you want to discover more about Mida Solutions' UC offering for SMBs? Please, come and visit us at HALL 13 – A20!
Cannot make it? Contact us and book a call with one of our consultants.
Release C 3.4.1: the new features that improve Mida’s contact center efficiency
To be competitive in the marketplace, a company must adopt technologies that are always up-to-date in terms of security and performance standards.
The latest version of Mida Contact Center C 3.4.1 enables an evolution of the platform, making it a solution that can meet the demands of customers who want to invest in Unified Communications.
Focusing on the needs of our customers, and through constant dialogue with leading suppliers worldwide, we have worked on an evolution of the platform that can bring tangible advantages to the companies that choose us as a technological partner.
What to expect from this release?
- Compliance Recorder: the new release includes support for Teams video files in the collectors and playback station.
The update adds multi-tenant support to the recorder, making it the right solution in both SaaS and on-prem deployments for enterprises that have multiple business units or locations. With the introduction of new parameters, the backup process has been optimized. - Attendant Console: Improvements have been introduced in the console at the user experience level for visually impaired operators, such as entering low vision-specific color settings and new commands to change the page in the directory.
DTMF tones have been introduced, through which each key in the keyboard corresponds to a sound: this feature helps the visually impaired operator navigate through an IVR system. - Fax Server: with the new release, the graphic interface was improved and the product is now much more stable and efficient, especially for companies that have many active tenants.
- Control Panel: the ability to add SAN (Subject Alternative Names) options in the generation of HTTPS certificates has been added.
- Constant updates for maximum security: operating system patches are available every month, for system updating.
https://www.youtube.com/watch?v=OqEqby3oTYM
Find out all the technical details of the release on our website.
Do you want to know more about the C 3.4.1 release from Mida, a NUSO company?
We are glad to explain to you the main benefits of the new features, contact us to set up a call with our experts!
Mida has been acquired by NUSO
University City, MO. – December 13, 2023 – NUSO, a leading multinational service provider of proprietary cloud communications, customer experience and CPaaS enablement solutions announced the acquisition of Italian-based Mida Solutions S.r.l (Mida), a software-as-a-service provider of contact center, compliance recorder and call analytics with customers in 39 countries.
This combination enriches NUSO’s core customer experience (CX) offer to its cloud communications applications. Mida’s applications, including Contact Center and Compliance Recorder solutions, integrate to enable services and applications for environments such as Microsoft Teams™.
“We are excited to add Mida’s core capabilities around Contact Center and Compliance Recorder solutions to the NUSO portfolio,” said Matt Siemens, NUSO CEO. “Mida’s products further our reach into Microsoft Teams and other collaboration marketplaces. In addition, this move anchors NUSO directly in the global service provider and critical infrastructure markets serving transportation and emergency services. Incredibly, this acquisition also nearly doubles our software development resources.”
“We are thrilled to be a part of the NUSO family of services,” said Attilio Licciardello, Mida General Manager and Owner. “Our current partners and customers will have access to new services through the NUSO portfolio in cloud communications, network, and enablement technologies. Additionally, customers and partners can expect the same level of top-quality service.”
Mida’s contact center and compliance recorders meet the most stringent security and regulatory requirements, including GDPR, MIFID 2, and HIPAA. These solutions can be seamlessly integrated with traditional UCaaS and PBX implementations as well as Microsoft Teams and other cloud communication systems.
“NUSO’s acquisition of Mida Solutions broadens the portfolio of solutions our partners can offer their customers,” said Ryan Henley, NUSO CRO. “The integration with and extension of NUSO’s full-stack capabilities address market needs at the network, service, and application layers, driving value creation as customers move to the cloud. We are excited to add these CX capabilities to our expanding partner network and geographic reach.”
This announcement marks NUSO’s second acquisition over the past 45 days. NUSO was advised by Q Advisors, a global TMT investment banking boutique.
ABOUT NUSO
NUSO delivers SaaS cloud communication services via a proprietary CPaaS enablement platform supported by a fully redundant network in North America and Europe. The Company offers a diversified portfolio of business-focused Cloud Communications solutions. The Company addresses multiple expanding markets selling enterprise–grade, as–a–service offerings via a robust network of channel partners and direct customers. For more information, visit us at www.NUSO.cloud.
8 things you may not know about...Mida's Attendant Console!
Choosing the right operator console solution is a strategic business decision.
Customer service is an important business card for a company that wants to put the customer's needs at the center of its attention.
Furthermore, having a product that allows you to have all call options just a click away brings a huge operational advantage for agents, especially if you choose Attendant Console for Teams which integrates perfectly into the Microsoft Teams UC platform, both as a web interface application or Teams embedded app.
However, some concerns may arise when evaluating the product. As we've done before for our Compliance Recorder, we're ready to share some not-so-obvious features of our Attendant Console.
Here are 8 things you might not know about our operator console!
-
Do I need to install software on a PC?
No, it’s completely web-based. The first time a plugin is loaded on the PC.
-
Can it be used by visually impaired or blind operators?
Yes: it was developed taking into account the usability by the visually impaired/ blind, and optimized for the tools used by these users (enlargers, vocalizers, and braille console).
-
Does it have a customizable interface?
Yes, you can configure the layout at the individual user level, in terms of colors, fonts, and visibility of the console’s theme areas. You can also configure all the function keys for each task.
-
Is the solution multi-language?
Yes. Already available in 5 languages. Any other language can be implemented by uploading a file with translation.
What methodologies are there to log in/log out of a queue?
In the attendant console solution, the agent can do this independently or the supervisor can do it for the agents whose agents he or she is supervising. It also has the functionality for “After call work” (no calls routed to the attendant after call completion for a configurable time or until manual resume).
The two features are not applicable if there are no queues as in the Attendant Console Receptionist. -
Are there high-availability features?
Yes, it’s available with these features: Fault-tolerance based on active-active component redundancy, geo-redundancy, and hypervisor-supported high availability (Vmware, Azure…).
-
Are call reports available? And can it be customizable?
Yes directly from the client via Power BI or by using the partner's or Mida's specialized services. Not applicable if there are no queues as in the Attendant Console Receptionist.
-
Is status monitoring (BLF) with presence available?
Yes, for most of the technology.
Do you want to know more about our Attendant Console?
We will be happy to explain to you in detail the advantages you can have from these new implementations, contact us here to book your free slot with one of our experts!