How do our clients manage their applications?

CCComplete offers many options that allow our clients to monitor and control their application.

Depending on needs, our clients have the option to sit back and just let their application run. Or, they can work with us to define tools allowing them real-time access to monitor their application and/or modify run-time parameters allowing them to change the operation of their application on the very next call.

Standard Reporting:

CCComplete provides a suite of "standard" reports to its clients. These reports are available on the web and provide call count information in near real-time (within 5 to 10 minutes of the completion of a call). If you have multiple inbound phone numbers (DNIS), then each of the reports can further be broken down by inbound number to perhaps see how advertisement on each number is being received.

The suite of standard reports include:

• Call count by date span, hour or half-hour, DNIS:
  This report shows the time of day you are receiving calls. You select the starting/ending dates and, if you have multiple inbound phone numbers, you select to view calls for all inbound numbers or select an individual number.
  
  This type of report is quite useful if you are advertising on TV or radio. Since the call information for the report is updated within minutes of the calls being received, you can almost immediately see how well-received your advertisement was and possibly make decisions on further advertisements. You have the option of viewing your call counts by hour or by half-hour.
  
  
• Call count by week, hour or half-hour, DNIS:
  This report provides a quick snapshot of a weeks worth of data on one page. You select a date within the week you're interested in and the report displays a count of all calls by hour (or half-hour) for each day of that week.
  
  
• Call count by state, data span, DNIS:
  This report shows where your callers are calling from. You select a range of dates to view and the report will show you how many calls you received from each state or province during that date span.
  
  
• Call distribution by DNIS, date span:
  If you have multiple inbound numbers, then this report is supplied and provides a quick summary of the number of calls received on each inbound number. The report lets you quickly analyze the performance of each number to perhaps see how one form of advertising works better than another. Included in the report is the count of all calls received and the percentage of calls received on each inbound number.

Custom Reporting:

Custom reporting is also available to all clients. Through the use of custom reporting you get to decide...

• the information in the report.
  Any event within a call can be logged and therefore reported to you. So, not only can you get the number of calls received, but also a count for all the different things the caller can do within a call. For example: say you are running a locator-type application. You can receive a report that states how many times callers heard information (e.g., name, address, etc.) regarding a particular location, that could mean to you which locations are more likely to be visited by your customers than others, or where your advertising dollars are generating the most activity.
  
  
• the report format.
  Our engineers will work with you to design the format of the reports that works best for you. These reports can, for example, be straight text, formatted as comma-separated-values (CSV) to allow easy import into most databases, or delivered as an Excel document with multiple sheets and formats.
  
  
• how the report is delivered.
  You decide whether you want to view your custom reports via the web or have them delivered by email, fax, ftp, or even summary information delivered via telephone or text pager.
  
  
• when the report is delivered.
  You can also select the frequency at which reports are delivered. We have clients receiving reports monthly, weekly, daily, and even in real-time as each call completes.

Custom Control:

CCComplete can give you total control over how your application runs. You work with our engineers to come up with operating parameters needed by you to make your application work best. Through a combination of web pages, import programs, and/or recording applications, you can be provided with tools to, in real-time, change the operating parameters of your application. Just a few of examples of what can be done include...

• install new voice recordings.
  As events occur (e.g., holidays, sales, etc.) you may need to relate different information to your customers. You can be supplied with voice recording applications to re-record voice prompts or import programs that will detect new/modified voice recordings sent from you and automatically install these prompts, making them available to your next customer.
  
  
• add/remove/modify prompts.
  Web pages can be supplied that allow you to add, remove, or change the questions you ask your customer. You set the parameters for each question (e.g., minimum/maximum input values , types of questions, etc.), record your prompts, and turn the new application on - meaning your next customer will hear your new call flow.
  
  
• change operating parameters.
  You can be supplied with web pages that allow you to change the operating environment for your application. For example: tomorrow is a holiday and you want to change the hours of operation. Via a web page you can update your hours of operation and maybe even a phone number to transfer callers to or decide to have callers leave a voice mail. This type of control can all be made available to you via a web page.

From the information above you will see that it is CCComplete's intent to keep you in control of your application. Please feel free to spend some time with us to discuss the requirements for your application. We can provide you with all the reporting information you need in the time-frame you need it and the tools that allow you to modify your application to benefit both you and your customers.