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Marcela Umana, COOA provider of easy-to-use tracking and reporting software solutions, Metropolis recognized that their dynamic suite of reporting products was not enough to meet those requirements. Released in 2016, QLive empowers business users to take advantage of the inherent hunt groups and native queues that are already included with their existing phone. Best of all, QLive users do not need a formal education in configuring skill groups, ACDs, IVRs, and other complex routing algorithms to glean visual insight into the activities of their agents. Even small contact centers that do not utilize an ACD can manage their agent performance and monitor call routes and trending metric live from data visualizations within QLive. Within a matter of minutes, QLive can be installed and operational whereas a traditional call center solution can take weeks or months to implement.
QLive enables supervisors, CIOs, agents and general business users the ability to customize dashboards for viewing their specific workgroups. Examples include measuring key performance indicators (KPIs), unique workflows and triggering alerts when trends are identified, and thresholds are breached. By responding to these alerts, managers can immediately react to the situation and formulate necessary adjustments.
Metropolis uses seamless integrations with PBXes, including Cisco and Avaya Unified Communications Solutions (UCS) which make the voice network visible.
Metropolis is inventing the informal contact center space with a suite of complementary products that cost-effectively and efficiently solve everyday business problems
Through call reporting, 911 alerts, and real-time monitoring through wallboards, dashboards, and recordings, Metropolis helps CIOs view their entire network of general business users and call center agents with minimal effort. QLive also has auxiliary features and deployment options such as scalable agent licensing agent and queue cradle to grave reporting, and cloud offerings.
In one instance, a global seafood farming enterprise opted against an expensive contact center solution such as UCCX, having already invested in a Cisco UC Manager platform that had call routing and essential queuing features. They required a cost-effective solution to monitor their hunt pilots and visually track customer service agents activity in real-time.
After installation, QLive generated live wallboards to manage the enterprise’s hunt pilots for all its secondary brands and identify the available agents assigned to handle calls through them. QLive also enabled the management team to oversee the agents’ activities and availabilities as well as aggregate performance data, combining the live call streams and agent reports.
Metropolis has already released two significant product innovations this year. First is the introduction of SIPRec, their call recording product that compliments QLive and XT Telemanagement. The second is the addition of UCCX integration with QLive to enable the solution to provide dashboards and CSQ wallboards without the expense of Cisco Finesse or other third-party gadgets. Metropolis is determined to continue addressing the growing needs of the contact center arena and adding new features to QLive, new reports, and further integration options for its customers.
Metropolis is gearing to “shake up” the communication industry by exhibiting at Enterprise Connect 2023
Wednesday, March 08, 2023
Metropolis Corp is a leader in Workplace Analytics and Call Accounting
FORT LAUDERDALE, FLORIDA, UNITED STATES: Metropolis Corp, is thrilled to showcase its cutting-edge solutions at Enterprise Connect 2023 in Orlando, FL, the premier event for industry pioneers and innovators. Join them as they take center stage at this highly anticipated conference and exhibition, and discover how Metropolis is pushing the boundaries of what's possible in the world of enterprise communications and collaboration.
At booth #2041, attendees will be able to explore a powerful cross-platform collaboration detail analytics software called Expo XT. Expo XT is a hybrid insights application for Teams, Webex, CUCM, Zoom, and RingCentral. It can also help gain deep insights on, as an example, Microsoft Teams Auto Attendants and Queues, and it seamlessly integrates with the Power BI ecosystem to allow easy visualization and analysis of data.
The Metropolis Team will be presenting how Expo XT improves visibility and productivity as it quantifies every communication by tracking user engagement in virtual meetings, voice calls, messaging, and file sharing. Metropolis’ UC analytics products (OfficeWatch, ProfitWatch and QLive) include historical call reporting, true real-time monitoring, graphical dashboards, and advanced alerting tools like screen pop, email, and SMS notifications for 911 calls, trunk capacity and toll fraud breaches.
“Get ready for a game-changing upgrade! Expo XT is about to revolutionize the way users of Microsoft Teams, Webex, Zoom, and other platforms work. We are ecstatic to bring this innovative solution to the market and can't wait for you to experience the transformation for yourself”, exclaimed Arthur Brodeur, Director of Engagement at Metropolis. "This solution has been adopted by some of the most prestigious companies across the globe, and we have no doubt that it has the potential to revolutionize the way businesses communicate and collaborate." Expo XT is now available on AppSource.
Metropolis Launches QER Reports for Microsoft Teams within Expo XT
Thursday, September 21, 2023
With Teams QER Reports in Expo XT, organizations resolve communication issues and improve their Microsoft Teams experience.
FORT LAUDERDALE, FL, UNITED STATES,-- Metropolis Corp, a leading provider of cutting-edge SaaS solutions specializing in analytics for Unified Communications (UC) and UCaaS, proudly announces the launch of Teams QER (Quality of Experience) reports within its acclaimed Call Quality Dashboard (CQD) feature in Expo XT. Expo XT is Metropolis' Collaboration Analytics software that provides in depth reporting on multiple platforms including Microsoft Teams, Zoom, Cisco, Avaya, Mitel, and others.
The introduction of Teams QER reports is set to revolutionize the way organizations manage and optimize their Microsoft Teams experience.
Key Features of Teams QER Reports in Expo XT:
+ Advanced Search Capabilities: Users can easily search and retrieve specific meeting information using parameters such as Meeting URL, Conference ID, Subnet, or UPN, streamlining troubleshooting processes.
+ Meeting Health Details: Dive deep into the performance metrics of individual meetings, enabling pinpoint analysis and timely action for meeting-specific issues.
+ User Health Details: Gain comprehensive insights into the quality of experience for individual users, helping IT teams identify and address user-specific concerns effectively.
+ Media Health Overview: Get a high-level overview of Key Health Indicators (KHI) for the overall tenant's meeting and calling health, empowering administrators to ensure seamless communication across the organization.
+ Audio/Video/Sharing Health Metrics: Review mid-level KHIs for audio, video, or sharing health, ensuring optimal performance across these critical communication channels.
+ VPN Impact Assessment: Evaluate the impact of VPN on meeting health, whether estimated or mapped VPN connections, ensuring secure and reliable communication.
+ Top 10 Reports: Easily identify and prioritize areas requiring attention within your tenant, facilitating proactive management.
+ Usage Reports: Gain insights into general meeting and calling usage patterns, helping to optimize resource allocation and license management.
+ Transport Analysis: Identify networks that may be blocking UDP, enabling network optimization and ensuring consistent call quality.
+ Device Performance Assessment: Assess the impact of devices on call quality, enhancing the overall user experience.
+ Location Data Analysis: Review the building data file within CQD to optimize communication within the organization's physical locations.
+ PSTN Health and User Details: Access high-level summaries and individual user health reports for PSTN-based calls, ensuring voice quality for external calls.
+ Network Metrics: Get detailed insights into raw network metrics, including jitter, packet loss, and latency, for proactive network management.
With Teams QER reports in Expo XT, organizations can proactively identify and resolve communication issues, enhance user satisfaction, and optimize their Microsoft Teams experience. Expo XT continues to lead the way in providing comprehensive UC and UCaaS analytics solutions, empowering businesses to thrive in today's digital workplace.
Shipshape Communication with Metropolis: OfficeWatch Call Reporting Enhances Naval Operations Across the Fleet
Monday, December 11, 2023
Metropolis announced today the deployment of their OfficeWatch Call Reporting on several US Naval ships in 2023, fortifying their partnership with the US Navy.
FORT LAUDERDALE, FLORIDA, UNITED STATES,-- Metropolis Corp, a foremost provider of UC analytics solutions, proudly announced the successful deployment of their OfficeWatch Call Reporting software across multiple U.S. Navy sites in 2023, further solidifying their longstanding commitment to meeting the stringent needs of the military.
The latest installations, including the USNS Red Cloud (T-AKR 313), USNS Watkins (T-AKR-315), and USNS Sisler (T-AKR-311), demonstrate Metropolis' ongoing dedication to providing advanced communication solutions tailored to the unique requirements of the U.S. Navy. Over the course of the relationship, Metropolis has installed UC analytics and call reporting solutions on approximately 80 naval ships.
"These recent installations further solidify our longstanding partnership with the U.S. Navy," said Marcela Umana, the point of contact for government accounts with Metropolis. "We are honored to support their critical missions."
While Metropolis provides cloud and hybrid solutions, OfficeWatch Call Reporting Software is an on-premise solution, meeting the specific needs of the U.S. Navy and aligning with their commitment to communication efficiency across vessels. OfficeWatch Call Reporting delivers robust features including detailed call analytics and real-time communication monitoring.
Company
Metropolis
Management
Marcela Umana, COO
Description
Develops applications that provide call center data visualizations, alert notifications, dynamic call reporting, toll fraud detection and trunk analysis tools
