What it offers
Working with recognized international standards for capacity calculations, Capacity Management monitors and analyzes changes in contact center resource utilization.
Areas monitored include: server performance, agent utilization, IVR Port utilization, etc. Utilizing the information gathered, recommended sizing reports are provided on a regular basis to allow for necessary service level planning and execution. Calculated on best practices, the reports provide current and recommended capacity levels on areas such as hardware and licensing, together with recommendations on how to achieve these objectives.
Through the Capacity Management service, ServiceEdge supports the optimum and cost-effective provisioning of contact centers by helping organizations match their IT resources to customer and business demands.
