DATEL Software Solutions creates innovative, cost effective multichannel contact center solutions enabling organizations to manage all of their customer interactions in a single, easy to use application. There are three Contact SWEET! Editions; Standard Edition, Small Business Edition, Enterprise Edition. 

Contact SWEET! – Standard Edition

The Standard Edition is great for informal call centers. The Standard Edition provides valuable insight into your business, with the information you can make positive changes to your business effortlessly. It will help you maximize productivity, reduce costs and drive top line growth. 

Contact SWEET! Standard Edition has been designed for the growing business, their owners and managers who need and easy to use call reporting solution to optimize business operations. Comprehensive historical reports for extensions, agents and groups, arm you with information you need to streamline business operations, make necessary changes to ultimately improve the way you are providing service to your customers in a cost effective and intuitive solution. 

Contact SWEET! Standard Edition – Tangible benefits for your business

• Increase Productivity – Track agent activity to ensure they are operating at maximum efficiency. Use reports to better manage staffing to meet your customers’ needs.
• Reduce Costs – Receive automatic alerts for misuse and exessive call durations analyze historical reports to better manage costs.
• Identify Trends – Text and graphical reports provide comprehensive views into all calling activity. Use this information to be proactive in resolving issues and optimizing business operations.

Highlights

• Schedule Reports – Save time by automatically emailing reports daily, weekly, monthly or on demand.
• Drill-Down Capabilities – Get high-level metrics or granular details on all of your extensions, agents and hunt groups and reduce the need for dozens of separate reports!
• Service Levels – Evaluate individual and group performance with service level reporting. Keep your customer service standards high by setting and maintaining company-wide goals.
• Cradle-to-Grave Details – Get the details on every step of a call from the moment the call comes in to when the customer hangs up the phone, giving you a better understanding of the customer experience.
• Call Accounting – Use historical reports to analyze patterns and trends in your calling. Use this information to learn about peak calling times, extension durations and more. 

Contact SWEET! Standard Edition Server Requirements

The following requirements for hardware and software components must be met by the server before installation of the product.

1= VR refers to the voice recording add-on.

2= CPUs in the Intel Xeon E5 series are acceptable at lower operating frequencies.

*= Virtualized servers are supported only if all devices to be recorded are IP-based. If any digital or analog handsets or trunks are to be recorded, a physical server will be required in order to accommodate installation of an audio capture board.

Contact SWEET! Small Business Edition

The Small Business Edition gives small business’s the tools to meet growing customer service requirements. With in-depth reports, live contact center views and advanced functionality, you can make the most of every call and focus on the most important aspect of your business – your customers! 

Designed for smaller, single site businesses with up to 10 agents, Contact SWEET! Small Business Edition is quick to deploy, simple to manage and easy to use. Your contact center operations can quickly be optimized to create a positive customer experience. Comprehensive live views can be set to alret you real time of any issues that need attention such as calls in queue, abandoned calls and more. With this visual information, you have the ability to remotely change an agent’s state to ensure call do not go unanswered. Historical reports provide a comprehensive view of your contact center activity so you can better prepared for future ‘peaks and troughs’ such as seasonal campaigns and product launches. Easily track agent activity and ultimately productivity, so you can recognize and training needs. These reports give you the information you need to make informed decisions to tailor your contact center, thereby improving your customers’ satisfaction and loyalty. This can be the differentiator that sets you apart from your competition. 

Contact SWEET! Small Business Edition Server Requirements

The following requirements for hardware and software components must be met by the server before installation of the product.

*HyperV and VMWare virtualization solutions are supported

Contact SWEET! Small Business Edition Benefits

• Your employees are more informed, therefore more productive, with tool that truly make them your customers’ advocate.
• Strengthen customer relationships by providing your employees the tools and information they need to provide exceptional customer service, maximize opportunity and create up sell opportunities. 

Highlights

• Real-time Metrics – crucial for the supervisor to gain information to make instant, informed decisions and act on it.
• Historical Reports – comprehensive reports can be scheduled to be automatically emailed. 
• Reason Codes – agents can enter reason codes, such as call wrap-up, break, etc. giving you visibility into exactly what’s happening in your contact center as well as overall agent productivity.
• Wallboards and Supervisor Views – highly visual wall boards for all agents and supervisors to see what is happening NOW.
• Supervisor Controls – when your real-time views show overflowing queues, change agent states on the fly to be ready to take hunt group calls, and get your customers on the phone with a representative quickly.
• SWEET! Alarms – you are not always looking at the screen! Let Contact SWEET! Small Business Edition alert you when situations, such and calls waiting, start to fall outside of your pre-defined service levels.

Contact SWEET! Enterprise Edition

The Enterprise Edition blends e-mail and web chat with voice calls into your contact center. Each channel is treated as a customer interaction regardless of how it arrives and is then given the appropriate priority as defined by you. Non voice calls can be handled as business needs require, ensuring they are allocated to agents based on custom-defined parameters – perhaps while agents are ‘idle’. As these new channels are introduced to your business, you will see a dramatic increase in productivity. Agents can be on the phone while simultaneously handling a web chat request and replying to email – effectively tripling their productivity!

Contact SWEET! Enterprise Edition Server Requirements

The following requirements for hardware and software components must be met by the server before installation of the product.

1= VR refers to the voice recording add-on.

2= CPUs in the Intel Xeon E5 series are acceptable at lower operating frequencies.

*= Virtualized servers are supported only if all devices to be recorded are IP-based. If any digital or analog handsets or trunks are to be recorded, a physical server will be required in order to accommodate installation of an audio capture board.

Contact SWEET! Enterprise Edition Benefits

• Deliver white glove customer service at all times, via any channel – voice, email, or web chat.
• Strengthen customer relationships by providing your employees the tools and information they need to provide exceptional customer service, maximize opportunity and create upsell opportunities.
• Improve first contact resolution – your agents are prepared with customers’ previous voice, email, and web chat transactions.
• Your employees are more informed and therefore more productive with tools to truly make them your customers’ advocate.

Highlights

• Multichannel Contact Center for Voice, Email, and Web Chat – your customers are free to do business with you in the method of their choice.
• Flexible – Contact SWEET! Enterprise Edition can initially be deployed as a voice only solution. Multichannel capabilities can be added as needed. Agents can be assigned to voice, email or web-chat interactions – in any combination.
• Real-time Reports – crucial for the supervisor to gain information to make instant, informed decisions.
• Reson Codes – agents can enter reason codes such as ‘call wrap-up’, ‘break’, etc. giving you visibility into exactly what’s happening in your contact center as well as overall agent productivity.
• SWEET! Alarms – you are not always looking at the screen. Let Contact SWEET! Enterprise Edition alert you when situations such as waiting calls start to fall outside of your pre-defined parameters.
• Call Recording – crucial for training and mandatory for certain industries, recording calls is a great training tool and can easily resolve conflicts.
• Historical Reports – comprehensive reports include all voice, e-mail and web chat interactions that can be scheduled and automatically emailed to you. 
• Disposition Codes – tag calls with a unique code to enable you to learn more about the types of incoming and outgoing calls in your business and where your calling has the biggest impact.