DATEL develops solutions that maximize the effectiveness of telecommunications data enabling businesses to grasp total control of their telecommunications environment by providing real time and historical reporting and live call center agent monitoring.  

 

DATEL is an Avaya DevConnect Gold Partner specializing in contact center and call accounting solutions.  They are the only partner in the DevConnect program that offers a single interface for both Avaya Communications Manager and IP Office Platforms.
 
The primary focus of Datel Call SWEET! Live is to provide call center information in real time.  Through customizable widgets, call center agents and supervisors can create a virtually unlimited number of views to capture information related to agent status, call queues, service level thresholds, missed or abandoned calls, disposition and reason codes and agent performance.
 
For customers who need a simple call accounting solution, Datel also offers Call SWEET! as a standalone product.  Call SWEET! boasts a vast array of options to view historical call data and empowers companies to make intelligent business decisions by providing essential phone system metrics.
 
For more information on Datel, visit Datel Information.  For more information and amazing features on Call SWEET! or Call SWEET! Live, visit Datel Products.  

Within the past year, a large number of businesses have downsized and are suddenly tasked with handling more calls with less staff.   Prolonged hold times can damage a relationship you have worked so hard to build, leaving current and prospective clients  feeling unimportant or forgotten.  Personalized Music and Advertising on Hold has become an important accessory for many businesses.   This unique tool that is not available in other media mediums, can help you captivate your callers with brand and product awareness, promotions, news, etc.  It has been proven that if a caller has something to listen to, they are more likely to stay on the line, retain information and experience less agitation.  For more information, visit Music & Advertising On Hold.

 
While this tool is one of the most effective forms of advertising available, there are licenses required for use and regulated copyright laws.  If you play the radio or music on hold (includes playing CD's, MP3s or an Ipod) without a license to broadcast this music, you are breaking the law.  "The performance of music over telephone lines is defined as a public performance under U.S. Copyright laws. Accordingly, in order for the performance of copyright protected music to be lawful, the copyright owners or their representatives must license it to the user. AMS Music, BMI, and ASCAP are the three largest US representatives for music copyright owners, and they actively enforce the provisions of this law. Copyright infringement fines range from $500 to $150,000 each time it is played." (Information provided by Sound Results on Hold). 

 

The IPO Release 6 is slowly being introduced with general availability dates beginning in February and continuing through the month of March.  The IPO Release 6 brings with it some big changes, both on software and hardware.  To see all the new features, functionality, software, hardware, price reductions and configurations available with this new release, visit IP Office Release 6 Information.