Call Management System definition

Call Management System. (or “CMS”) means Infrastructure Software that provides information and management tools to monitor and analyze the performance of call center operations. CMS provides real-time and historical management reports and enables call center supervisors to analyze the performance of agents and statistics for specific call groups. • Software Currency: *
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Call Management System means the totality of the IT and telecommunications facilities used by the Service Provider in connection with all aspects of the delivery and management of the Services including without limitation: A telephony platform A system to hold the scripts A CRM system which has an assembly function and generates outputs e.g. call queues or e-mails (Microsoft Dynamics on the Azure Cloud) A quality and scheduling system to enable rosters to be generated A report writing tool A portal to enable clients to view their reports and scripts Interfaces which enable the above to talk to one another; as amended by agreement from time to time Contract Period means the Term.
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Examples of Call Management System in a sentence

  • Subject to clause 23.3 it is agreed that the Lead Authority will take receive the latest version of Call Management System (together with any IPR developed) in accordance with the Exit Strategy with the IPR of the scripts remaining vested in the hands of the appropriate Participating Organisations and copies of the scripts transferred to the Lead Authority in accordance with the Exit Strategy and the consent of the Participating Organisations.

  • The IPR in Call Management System, to the extent it belongs to the Service Provider, shall transfer to the Lead Authority pursuant to clause 14 of the Overarching Agreement.

Related to Call Management System

  • Safety Management System means a systematic approach to managing safety, including the necessary organisational structures, accountabilities, policies and procedures;

  • Energy Management System means a set of interrelated or interacting elements of a plan which sets an energy efficiency objective and a strategy to achieve that objective;

  • Service Management System (SMS) means an off-line system used to access, create, modify, or update information in a Database.

  • Quality Management System means a set of interrelated or interacting elements that organisations use to direct and control how quality policies are implemented and quality objectives are achieved;

  • Subscriber Management System means a system or device which stores the subscriber records and details with respect to name, address and other information regarding the hardware being utilized by the subscriber, channels or bouquets of channels subscribed by the subscriber, price of such channels or bouquets of channels as defined in the system, the activation or deactivation dates and time for any channel or bouquets of channels, a log of all actions performed on a subscriber’s record, invoices raised on each subscriber and the amounts paid or discount allowed to the subscriber for each billing period, and which complies with the requirements as set out under Annexure D of this Agreement;