emPulse

emPulse is built as a carrier-class, multi-tenant application allowing the service provider to offer call management to their customers as a hosted service.

emPulse enables the service provider to offer the enterprise and the call centre a robust traffic analysis  reporting tool.  Call accounting and call management tools are used globally to monitor employee use of telecommunications systems, detect system abuse, generate alerts based upon unique conditions and to allocate call use across departments and individuals.  emPulse accomplishes this with both real-time and historical reporting for the enterprise customer.

Call centres have special needs for call handling and reporting for agents and managers. The immediate need to know when agents are available, average queue times, number of calls in queue and service level is critical to providing quality helpdesk service. Management demands the ability to view historical reports for hold times, accepted calls and abandoned calls in order to efficiently staff the call centre to provide the best level of service. Whether a call centre is located in a centralised location, or globally distributed, ACD reporting provides a comprehensive view of agent activity and presence.

Benefits
emPulse offers a variety of benefits to both the service provider and the enterprise/call centre customer.

Features
emPulse is built upon a proven set of features and functionality demanded by the business customer and the call centre manager.

Architectures
emPulse works with a variety of technologies, platforms, and softswitch developers.

Components
emPulse is developed on a platform of proven technologies and industry standards across multiple servers and databases.