PhoneGuard system at Etisalat centre
(Dubai | By A Staff Reporter | 01/10/2001)

ProNet Computer Systems (PCS) has installed a PhoneGuard Telephone Management System at the Contact Centre, Etisalat's call centre division.

The software will log, track and store the calls that are made to the Directory Enquiry Service (DQ) by customers. These calls are handled by over 300 agents and receive some 130,000 calls per day.

The 180 and 181 service offered by the Contact Centre, which is based in Ajman, handles calls from customers in Dubai and the northern emirates.

"We are extremely delighted about PhoneGuard installation and the unique advantages it provides the Contact Centre with, handling such huge amount of calls data," said Adnan Ghanem, managing director of PCS.

"The new PhoneGuard Enterprise Edition is equipped with new features that were customised specially to suit the centre's requirements."

PhoneGuard can double as a call accounting software and call management system.

Irrespective of the heavy call traffic, supervisors can find out at any point of time the amount of calls received by the agents, including the calling party's phone number, the duration they spoke for, most frequently calling numbers, number of calls handled by each agent in a day, the duration they spent on the phone, peak time in a day.

The software was earlier installed at the various Etisalat call centres in the UAE.

As PhoneGuard works on the agent's login identity rather than their extensions, it measures the productivity no matter which extensions they answer the calls from.