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: *
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.
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.