Donoma OneView

Donoma OneView is a communications analytics tool designed for Cisco UC platforms. According to the vendor, it provides insights into call responsiveness, call performance, employee productivity, cost allocation, and customer experience. The tool is aimed at small to large enterprises and is intended for use by IT managers, operations managers, call center managers, sales managers, and customer service managers in various industries.

Key Features

Gain Insight into In-Bound Call Responsiveness & Hunt Groups: According to the vendor, OneView allows users to understand the volume of calls handled by each employee, identify employees who fall outside the group's performance norms, and analyze peak call times and associated coverage.

Identify Call Performance Issues Faster & Reduce Cost: The vendor states that OneView provides performance alerts and threshold alerts for proactive problem identification, as well as flexible automated reports for easy call detail analysis. Additionally, it offers complete call quality insight for technical support.

Easy Communications Report Creation from both Call Manager & UCCX: According to the vendor, OneView enables users to access all call activity from a single console, integrate all types of call data into dashboards, views, and reports, and benefit from a report library and automated report creation and delivery.

Quantify & Analyze Employee Productivity: OneView, as per the vendor, allows users to understand inbound and outbound call volumes for workgroup managers, assess team performance and meeting objectives, and gain insight without IT intervention through its intuitive interface.

Analytics & Reporting for Cost Allocation: The vendor claims that OneView enables users to generate call accounting reports for capturing and downloading resource usage, analyze trunk line usage for efficient Telco contract negotiations, and identify redundant resources for reallocation and expense elimination.

Understand & Visualize the Customer Experience with Call Flow Animation: According to the vendor, OneView streamlines analytics and reporting and provides animated call flow insight. Users can create reports with graphics and flexible reporting options, and analyze the flow of calls with visual animation.

Alerts Ensure Your Team is Aware of Current Issues: OneView allows users to configure alerts to notify about specific scenarios such as 911 calls, voicemail left for absent employees, and high-priority customer service lines, according to the vendor.

Drive Better Operational Decisions: The vendor claims that OneView helps maintain quality and reduce unexpected cost increases, optimize resource allocation, access graphical dashboards and reports for easy use, and gain real-time insight into system KPIs and alerts.

Quick Diagnosis of Performance Issues: According to the vendor, OneView enables users to analyze call tracking and traffic patterns for quick diagnosis of performance issues, track employee productivity against targets, and ensure accountable resource utilization.