Star2Star Contact Center (StarCenter)

The Star2Star Call Center solution (or StarCenter) includes advanced call routing, management, and reporting features. It is scalable from a few users to hundreds of users, and is designed to operate seamlessly across multiple locations. According to the vendor, the simple, web-based user interface makes it easy to add and administer queues and agents.
Two of the reporting modules are StarView and SMART. StarView allows call center managers to: develop a key performance indicator dashboard for an at-a-glance view of metrics; use real-time queue performance analytics to adjust to changes in call volume, caller wait times, and agent availability; monitor real-time agent performance, including agent readiness, answer rate, and talk time; and create summary reports.

StarCenter SMART (StarCenter Monitoring, Alerting, And Reporting Tool) allows call center managers to monitor how well a system is conforming to a series of predefined parameters without constantly watching monitors. If an exception outside of desired business rules occurs, the system will trigger a notification email or short message service (SMS) message to select individuals. StarCenter runs on most versions of Windows and Mac OS X. It uses the same user authentication credentials as the user's portal administration.