How many customers are waiting? Do we have enough staff? Are we meeting our service-level target? In day-to-day customer service operations, these answers are needed quickly. Fullon Pulse brings Amazon Connect’s key metrics into a clear, real-time view that can be monitored on a wall display in the office, in a browser on your computer, or in the mobile app.
The service was created in response to a recurring need among our customers: up-to-date figures must be easily available to the people managing day-to-day customer service operations.
Key metrics at a glance
Fullon Pulse displays voice and chat queues side by side and refreshes the data every ten seconds. You can see the number of customers waiting, wait times, service level, callback status, and agent availability.
The views also include queue- and status-level summary information.
A real-time view wherever you need it
On a large office display, the most important metrics are easy to read even from a distance.
In the browser, supervisors can monitor the queues they are responsible for and view voice and chat together or separately. With the iOS and Android apps, the same real-time view is available on the go. Alerts notify users when defined thresholds for selected metrics are exceeded.
Lightweight setup, with control in your own hands
Setting up the connection takes approximately 15 minutes. Your own AWS team creates an IAM role in your account with only the required read permissions. Nothing is installed in your AWS account, and there is no need to provide access keys.
All features included in one price
Fullon Pulse costs €25 per user per month. The service is sold in packages of ten users with a 12-month agreement.
The price includes all features: wall displays, thresholds and alerts, mobile apps, single sign-on, user access groups, and the administration audit log.
More information: www.fullonpulse.com
