NexGen Virtual Workplace
CCaaS
BPO Services Feature The Most Advanced CCaaS Technology
Unlock real-time KPIs, deep agent insights, and a visual command center that transforms how you manage your workforce. Move beyond simple metrics to true operational intelligence.
Enhanced Avatar Functions
Transform remote isolation into active collaboration. Our avatars aren't just pictures; they are the interface for real-time presence and instant communication.
Agent Collaboration
Agents can see each other, wave, and interact just like sitting in a physical pod.
Real-Time Comms
Instant voice and video chat with a single click. No scheduling links required.
Instant Assistance
Visual indicators show when an agent is available, busy, or needs help instantly.
How Do We Effectively & Efficiently Understand Call Center Floors
Through comprehensive analytics, real-time monitoring, and a fully immersive environment, NexGen Virtual Workplace CCaaS creates a "living" digital floor. We bring the visibility of a physical command center to your cloud operations.
Real-time Monitoring
Live view of every agent
AI Analytics
Predictive performance data
Performance Tracking
Instant trend analysis
Agent Insights
Behavioral metrics
Command Center & Metrics Boardroom
Empower your supervisors with a consolidated dashboard for real-time campaign performance and data visualization. Monitor multiple metrics simultaneously without tab fatigue.
Live Reports
Up-to-the-second data
Trend Analysis
Historical comparisons
Supervisor View
God-mode visibility
Secure Access
Role-based permissions
Agent Kudos and Times Square Ticker
Boost morale instantly. Supervisors can right-click any agent to send "Kudos," which are instantly broadcasted on the virtual workplace "Times Square" ticker for the entire company to see.
Advanced Hand Raising
Not all help requests are equal. Our system allows agents to flag urgency levels, ensuring supervisors prioritize critical issues immediately.
Select Urgency Level
General question, no rush.
Need assistance soon.
Customer waiting, urgent.
Escalation required immediately.
Supervisor Visibility
Supervisors see a prioritized queue, not just a random list of raised hands.
Smart Routing
Critical flags can alert multiple floor managers simultaneously.
Resolution Tracking
Track how long agents wait for help based on urgency level.