CDR Call Reporting for Cisco

All the work's been done for you!

Vorteile:

Phone data is NOT easy. With transfers, conference calls, hunt groups, and trying to merge staff extensions vs. full 10-digit phone numbers, knowing who took which call is confusing. Variphy brings it all together in an easy reporting tool. Have an issue or difficulty? Variphy's support is like no other. Not only do they have fast, friendly support, but KNOWLEDGEABLE personnel! They have the technical knowledge to enhance their responses, if you are like me and want to understand at that level. I have used other tools that did not know how to pull all the data from the phone system and the support did not fully understand how more complicated calls worked, but when we tried Variphy, it was amazing how much deeper Variphy goes in getting all the meta data need from the phone system to get all the answers.

Nachteile:

Using the search feature, one needs higher permissions to search all calls, but a report can be built for this, so it is really a non-issue. Also, I hear Variphy is enhancing the permissions area, so this may soon be addressed.

I <heart> Variphy

Kommentare: We have identified multiple areas that need more staffing, based on the volume of calls that area receives. The cradle to grave features have also helped resolve numerous "wrong number" issues some departments were having as we could easily find a common source that was transferring incorrect calls to these area's. One of our major medical practices completely revamped the way their nurse lines are handled based on the call volume data that we deliver to them daily, with scheduled reports.

Vorteile:

Variphy helps me do my job effectively nearly every day. I use it for troubleshooting (dialing pattern issues, 911 issues, etc) , productivity reports and customer service needs. We have resolved issues with 911 ringing to the wrong county 911 center using Variphy. We have helped departments justify their need for more staffing and also identified trouble spots in their phone routing scheme using Variphy. We have helped our patient access teams respond to customer complaints as well. I tell my my supervisor frequently, that this software is my favorite thing he has every purchased for me!

Nachteile:

Well, it's only Con is also a pro I supposed. It is SO robust (obviously a pro), that it is overwhelming for end users to use effectively, so I have to either run reports for them, or at the very least spend time explaining reports to them. I learned at Cisco Live that the latest version has not only UCCX reporting (very excited about that) but also customizable user dashboards, so I am excited to check that out as maybe it will make it more end user friendly.

Must have for any Cisco UCC installation

Vorteile:

This software has given us visibility into our Phone system that we've never had before. It has cut down the time to deploy phone sets, it has made spreadsheets obsolete in tracking extensions. It was able to help identify a troubled WAN connection that prior to Variphy we've been trying to track down for months. The product was easy to install and start gathering stats on the very first day. It allowed us to move our POC (Proof of Concept) into production with zero downtime. Not very often does a companies marketing department find the perfect tag line, but Variphy really is the toolset that Cisco forgot to included with the UCC platform

Nachteile:

I'll update this space when and if I find something I could list as a con or that I least like about the product. Well maybe that we didn't find it years ago, that's what I like the least....

A great time saving tool

Kommentare: I found the product looking for a way to get better reporting than the built in tools in CUIC. We had tried another product for CDR reporting, and it was so hard to configure a report, sometimes we just gave up.
So I looked for a reporting tool, and got so much more. I have mentioned Variphy as a way to solve problems in several professional meetings, and I hope some of those folks will contact Variphy to help with their needs, as well.

Vorteile:

From the first day of my Proof of Concept testing, I knew Variphy was going to be excellent. Their support team is top shelf. They assisted with the install and configuration of the product, and have been very responsive to all of the questions I have asked. The alerting tool gives a ton of information our previous CDR tool did not. We now know where a 911 call is coming from, including name, department, whether it is a soft or desk phone, and whether it is in the building or coming over VPN on a softphone. Reporting provides better detail, and is far better formatted than CUIC. It is also easier to change the format to something that makes more sense to you, (and the users that are asking for it). I use the tool daily, for a lot of things I wasn't even expecting. It's a lot faster to find an unused number to deploy. It also saves time with the remoting capability. I used to be up and down several times a day to go to a users desk. Now I can see what they are seeing, and make changes to the phone without leaving my desk! The integration with CUCM, UCCX, and even Unity is flawless so far, and even after a month's testing, I know there will be things that will come up that will make me like the product more.

Nachteile:

The one negative that I haven't solved yet, is still a positive. In the reporting there is just so much information available, sometimes you have to weed things out that you don't want. If you want everything, believe me, you will get it. Luckily the labels are descriptive enough, it makes it easy to find what you want to eliminate.

Variphy - the Call Reporting tool you've been missing

Kommentare: We have implemented Variphy across our organization including our call center. We currently leverage variphy to forecast staffing in our call center, monitor and return abandon calls, queue times, agent availability, call length, auto attendant navigation times and more. We monitor work at home employees productivity levels through automated reports to employee managers. Variphy has quickly become a critical piece of operations, so much so that we are now investigating how to architect Variphy into a highly available configuration.

Vorteile:

Variphy offers a platform that is easy to get up and running. With full on-boarding support in the event you need assistance to get up an running. Dashboards are easy to create and allow for real time monitoring of the Cisco Contact Center platform. Reporting is robust, visual, and easily automated.

Nachteile:

I have nothing to say here, however the survey requires 40 characters...