MSP Today Expert Feature
January 14, 2013

MSP Whaleback Adds Productivity Tool to CrystalBlue Unified Communications Services

Managed service provider (MSP) of unified communications services Whaleback Managed Services has rolled out a new productivity management tool for its CrystalBlue Unified Communications (News - Alert) Services. The CrystalBlue Call View tool, available now, enables customers to collect, analyze and report on their employee calling activities.

The new tool offers flexible access to reports from anywhere and at anytime, to give organizations a holistic view and understanding of their call detail and phone usage. Businesses may track the time employees spend on customer support as well as identify system abuse and boost employee productivity using CrystalBlue Call View.

Additional benefits of the new enhancement to CrystalBlue Unified Communications Services include the ability to plan staffing and scheduling along with allocating and minimizing costs, managing network capacity, tightening security and adhering to regulatory and compliance requirements.

Reports may be accessed from anywhere through Whaleback's portal.

Key features of the productivity tool include the ability to filter standard reports by extension, department, time of day, area code, call type or group of users. Custom reports may also be designed and saved through the flexible report builder, and reports may be exported to spreadsheets for unlimited flexibility.

The MSP offers additional support for custom reports through its Whaleback Managed Service Center.

"Our new CrystalBlue Call View is the most robust call detail reporting solution on the market today," said Chris Daly, chief revenue officer for Whaleback Managed Services. "Our customers will find that CrystalBlue Call View provides the visibility, flexibility, and customization as well as out-of-the-box reporting that allows them to immediately affect positive change in company productivity."

"Whaleback's CrystalBlue Call View allows us to monitor and manage our recruiters by seeing who is on their phone, for how long, no matter where they are located," said Ron Folkman, chairman and CEO at Specialty Search International, a recruiting firm specializing in the hospitality industry. "We have recruiters located all over the United States and CrystalBlue Call View allows us to remotely see their call times, and easily run reports on employee call activities, allowing us to manage our recruiters' time more efficiently."

Whaleback's managed unified communications services are geared toward small and medium enterprises, and are designed for end-to-end, business class voice. Feature-rich VoIP calling packages as well as proactive, centralized monitoring and management are featured to enhance productivity as well as reduce operational and capital expenses.

Cloud-based managed voice services are used in both single and multi-site environments in a variety of industries.

Edited by Braden Becker