Catholic Health East (CHE), based in Pennsylvania, is a Not for Profit hospital network which provides medical care to the underprivileged.

They have replaced their VRS2 solution with Checkmate’s Realtime Online. CHE needed a reporting solution that offers flexibility in how their real-time call centre information is displayed and formatted.  They also wanted to add information to supervisor and wallboard displays for different teams within the charity, which wasn't available in the competitor’s product.

CHE will also use Checkmate's reporting solution to pull information from their help desk solution, so that they can display ticket information alongside the call statistics and all within the same business dashboard software.

HealthPlan Services (HPS) is the largest independent provider of sales, distribution, benefits administration and customer service and retention solutions to the insurance and managed care industries.

HPS, which was founded in 1970 and have a head office in Tampa, Florida, have recently upgraded their Cisco Contact Centres to Cisco Unified Contact Center Express version 8.5 (UCCX) and required a more feature rich Realtime reporting solution.

They have turned to Checkmate to provide the solution - Real-time Online.  This intelligent business information tool displays what companies need to know in real time and historically, delivering a far higher calibre and quality of management information than is available in standard contact centres whether in or out of the box.

HPS have purchased 50 display licenses which will be a mixture of wallboard and supervisor desktop displays.

Checkmate have achieved the latest Cisco accreditation for Realtime Online, the business intelligence dashboard software.

Cisco independently tested this in their labs based in Texas, United States for a period of two weeks in August 20011 and have confirmed that it complies with all versions of their call manager software including the latest releases, Cisco Unified Communications Manager version 8.5 (CUCM), Cisco Unified Contact Center Express version 8.0 (UCCX) and Cisco Unified Contact Center Enterprise version 8.5 (UCCE).

Fitness First, the largest global health club and gym operator have ordered Checkmate’s Realtime Online for 100 of their clubs across Australia.

The company, which has over one million members in 500 clubs worldwide, needed to display key information within their helpdesk operation, including the number of calls waiting and handled, agents ready and not ready, the oldest calls and agent stats including status ready.

Realtime Online from Checkmate is a software application that provides an online business dashboard, integrating real-time and historical business performance data and combining them into one easy to use key performance business dashboard. It is fully customisable and new display formats can be quickly and easily created to focus on the most valuable data, in a clear and colourful view. Each display can be individually formatted, meaning that Fitness First were able to spread the cost of the reporting solution across several different departments within the business that could utilise this functionality, for example customer service and sales.

The Enterprise Group are the UK's largest dedicated maintenance and front-line service provider to the public sector and utility industry, maintaining the infrastructure of the UK.

The group have multiple contact centres across the UK with nearly 300 agents using Cisco Contact Centre Enterprise. It was apparent that various areas within this growing business would greatly benefit from real-time reporting and after an initial trial, Checkmate's Realtime Online (RTOL) reporting solution was chosen because of the following superior features: -

• Information can be displayed in graphs and charts
• Data can be pulled from intranet and web pages, including RSS feeds
• It can pull information from virtually any database. The Enterprise Group may have a future requirement to pull information from CRM, support desk and other systems which RTOL fully supports
• There is no limitations to the number agents that can be displayed, compared to some competitor solutions which are limited to just 12
• There is no Checkmate branding on the display which is great if you have visitors in the contact centre
• SMS and emails can be auto-generated, to notify contact centre managers of a threshold breach and enable them to tackle emerging situations as they happen.

For more information about Realtime Online, please click here

NSW Businesslink Pty Ltd (Businesslink) have purchased over five times the number of Realtime Online licences they had originally bought.

The provider of shared corporate services in the areas of IT, Finance, HR and Business Support, based in Sydney, Australia originally had 61 display licences but due to the expansion of their Cisco contact centre they have added an additional 250 licences. They purchased the licenses through Checkmate's long term technology partner Dimension Data.

Mazak Corporation is the North American manufacturing, sales and support arm of the leading international machine tool builder, Yamazaki Mazak Corporation (Oguchi, Japan). They produce machine tools and systems for the precision machining of metal parts, including CNC turning centers, horizontal and vertical machining centers, multi-tasking machining centers, turnkey cells, and software solutions to help customers achieve lean, efficient manufacturing operations.

They operate a US Call Center to offer Sales and Support within North America, However, this call center is split over 3 different sites, and they are run on CISCO Call Center and are operated over the WAN.

Mazak is the latest customer of Realtime Online, our wallboard display software which gives them visibility of the call center activity across the 3 sites. Each site has dashboards specifically configured to them, so they can see call queues and displays which are relavent to them only. Realtime online also allows each center the functionality to see things like Calls Waiting and Agent State Display, to keep their agents motivated and to ensure customer waiting times are kept to a minimum.

GHA Glasgow Housing Association originally joined as a Realtime Online customer in 2007. Their call centre is a customer service set up that customers can call in to to report maintenance issues.

They have recently purchased 20 additional display licenses. This move has come as part of a new call centre strategy, which includes new call centre configuration offering increased display functionality, and the introduction of several new reports for their call centre.

They have also moved their Realtime Online  software to a virtual server, which Checkmate now fully support.

The Cube in Birmingham is the newest addition to the fast developing Birmingham city skyline. The ambitious project by Birmingham Development Company was to create a mixed use building that would stand tall on the world achitectural stage, and The Cube certainly fulfills that criteria. Home to a boutique hotel, apartments, and a shopping haven, this beautiful building is comparable to a large jewellery box, making reference the city's jewellery heritage.

Our CISCO channel partner MET is the company charged with setting up the communication network within the apartments at The Cube. They have installed a CISCO Call Manager system throught the complex providing each apartment with a CISCO handset. To increase the power of this investment, they have recently added Checkmate's Broadcast Message Manager to the Call Manger system giving them the ability to messages in varying formats, live tannoys, pre-recorded messages and automated alerts to mention just a few.

The prestigious apartment complex at The Cube operates a concierge service, and Checkmate's Broadcast Message Manager is used by the concierge to announce visitors to an apartment. It is also used to send out pre-recorded messages such as Fire System tests, or indeed in case of any Fire or other emergencies they can notify all tenants within seconds.

Checkmate have previously worked with MET on the communication netwrok for The Mailbox in Birmingham. During that project we personalised BMM to their requirements and this has ensured that they have returned to us for this recent project, and will hopefully do so on many more in the future.

For more about Broadcast Message Manager click here

Wessex Water is the regional water and sewage treatment business serving an area of the south west of England, covering 10,000 square kilometres including Dorset, Somerset, Bristol, most of Wiltshire and parts of Gloucestershire and Hampshire.

Wessex Water has recently purchased CISCO Contact Centre Enterprise for their Bath based call centre. Although they felt that the CISCO solution was the best product on the market for them, they were keen to have Real Time Reporting metrics that refreshed quicker than the reporting available within CISCO product.  They work to strict service level agreements and as such they manage their key performance indicators on an instant basis.

Checkmate's RTOL enable's wallboard displays to be entirely customisable. The realtime dashboards enable Contact Centre teams to pro-actively manage customer demand and agent availability and performance.

Realtime Online Dashboards come with a range of pre-defined queries against the CISCO database to provide the critical real-time Contact Centre data to the people that need it for information and performance. However, Wessex Water have SQL developers in house, so they intend to write new queries to display additional information on the wallboards, which is entirely possible within Realtime Online.

For more information on Realtime Online for Call Centres click here.

North Power has expanded from solely maintaining its own local power lines network to become the largest power lines maintenance company in New Zealand. They are a 100% consumer owned company and pride themselves on their customer service levels, which they claim are second to none in their industry.

They run a customer service call centre at their head office in the North Island of New Zealand. This call center is a CISCO IPCC Express based call center and they were looking for a solution to provide them with realtime statistic dashboards.

They were told about Checkmate by one of our partners Forward Technologies. They were particularly interested in Realtime Online's ability to send realtime alerts when particular thresholds were broken, enabling them to manage their call centre according to department supply and demand.

For more about Realtime Online and how it can help you manage your call center effectively click here

Gulf Insurance Company based in Kuwait were established in 1962 and have an enviable reputation as an insurance broker for many high profile businesses in the Middle East.

Many years ago they started to telemarket for business throughout Kuwait, and over the years this small telemarketing team has grown into a large and efficient call center. However, as a business that always works to improve its business processes, they were looking for a solution that would give them real time statistics from their CISCO IPCC Express Call Center.

Checkmate Realtime Online was recommended to them by their technology partner Kuwait Digital Computer Company (KDCC). KDCC is a leading technology services provider delivering business solutions to its clients. This is the first of what we hope to be many partnerships with KDCC.

Gulf Insurance Company have been impressed with the fact that Checkmate Realtime Online offers true realtime statistics, rather than a slightly delayed view that many of our competitors offer. This allows them to manage demand and supply in terms of inbound and outbound calling teams.

For more about Realtime Online and how it can help your business click here

Upgrades for our latest version of Realtime Online are now underway, and the initial feedback from customers who have upgraded is fantastic.

Customers have found the new installation process much quicker and simpler, there is no longer any need to complete a long list of pre-requisites, the list is condensed and takes less than 30 minutes now. RTOL v5 is fully compatible with all the latest versions of Cisco CallManager, and Avaya and Nortel Call centre products.

We have multiple upgrade options which are free as part of your support contract so please call or email us to arrange this at the soonest opportunity.

RTOLv5 contains proven compatibility with the newer Cisco platforms, along with major stability improvements. Being built with the latest development technologies, it's crucial for development and support of your live systems that you take this free upgrade to avoid future issues and potentially extended down time, in the event of a problem that requires an "on the spot" upgrade before reaching fault resolution.

There are no catches and we have a full team available to assist with the best option for you. For more information about upgrading please contact support@checkmate.com

Checkmate is delighted to announce the release of Realtime Online version 5 (RTOL v5), the data gathering and publishing solution for business and contact centres. Installation of RTOL v5 has been simplified to ensure that, where necessary, all pre-requisite software is in place prior to installing RTOL v5 program files on your application server and that installation completes quickly and with the minimum of fuss.

A 15 day trial of RTOL v5 is now available to download from our website. The trial comes with an easy to read manual which details all configuration requirements needed should you be using the software in conjunction with contact centre software.

Also with the new trial of RTOL v5, Cisco users are able to download and trial other Checkmate add-on applications, such as Broadcast Message Manager, Cisco Screen Pop, Cisco Presence Display (also known as Out of Office) and Cisco Agent Status.

RTOL v5 will allow integration with newer versions of contact centre software:

• Cisco Unified Contact Center Express (UCCX), formerly known as Cisco IPCC, version 4 and above.
• Cisco Unified Contact Center Enterprise (UCCE), formerly known as Cisco IPCC, version 4 and above.
• Avaya Call Management System (CMS), version 14 and above.
• Nortel Symposium, version 4 and above.

Click here now to download your trial version of RTOL v5.

Liverpool based Arena Housing Group, are a housing association that operate over 11,000 homes in areas around the Pennines. As part of their service, they run a call centre providing customer service. This could mean anything from tenants calling to say they have maintenance issues, or for people wanting to pay rent.

The Call centre has recently upgraded to the latest version of CISCO IPCC Express, and the technology partner Virgin Media were looking for a solution to give them dashboard capabilities for the call centre, to help them manage the 4 or 5 call queues they were dealing with on a daily basis.

Checkmate's Realtime Online for CISCO IPCC Express, draws data from all the disparate databases within the business, and publishes it real time to dashboards. The dashboards can be viewed through any IE web browser, meaning that any device connected to the internet can view these dashboards, including mobile phones.

Having realtime statistics on their customer service centre has meant that Arena Housing are now able to effectively manage their agents across call queues to meet demand at different times of the day.

For more about Realtime Online for Call Centers click here

The Mailbox is Birmingham City Centre's premier lifestyle location. This exclusive complex contains over 50 designer stores, restaurants, cafe's, bars and boutique hotels. Aswell as being the number one destination for designer shopping in the Midlands, there are a number of luxury apartments within the complex, designed and built to the highest standards.

MET, the company charged with setting up the communication network within the mailbox, has installed a CISCO Call Manager system throught the complex, and each apartment has a CISCO 7906 handset. To increase the power of this investment, they have recently added Checkmate's Broadcast Message Manager to the Call Manger system giving them the ability to messages in varying formats, live tannoys, pre-recorded messages and automated alerts to mention just a few.

BMM is used for several functions at The Mailbox apartment complex. Due to the prestigious nature of the apartments at The mailbox, there is a Concierge desk, and visitors must be announced and then accepted by the apartment inhabitants.  It is also used to send out pre-recorded messages such as Fire System tests, or indeed in case of any Fire or other emergencies they can notify all tenants within seconds.

We are in the process of peronalising the BMM application for The Mailbox. Usually to find the correct group or individual to page, you would scroll through all the groups using your cisco handset. However, we have adapated Broadcast Message Manager so that the concierge desk can just enter the apartment number in order to send them a page.

The Mailbox originally bought 150 licences for their apartments. They are in the process of increasing their licences so that they can extend their messaging capabilities into the shops and hotels of the complex.

For more about Broadcast Message Manager click here

Alberto Culver UK Ltd is part of the Global beauty giant Alberto Culver. This multi billion dollar company has loactions all over the world, including the US, China, Australia, Argentina, South Africa and several locations over Europe.

Their UK office, based in Basingstoke, has recently invested in our Broadcast Message Manager solution in order to improve their internal communication. The solution which is installed to their CISCO IP phone system, enables them to broadcast live or pre-recorded messages to either all handsets, groups of handsets or indeed individual handsets. They are also able to send text messages or alert driven triggered messaging should they require to.

For more information about Broadcast Message Manager and how it can help you to leverage your investment in the CISCO IP phone system, click here

Genoptix is a specialised laboratory service provider, delivering diagnostic services to hematologists and oncologists within local communities. They run a 50 agent call centre using CISCO IPCC Express Telephony.

They have recently installed Checkmate's RealTime Online wallboards with 7 displays, and are using functionality such as Calls Waiting and Agent State Display, to keep their agents motivated and to ensure customer waiting times are kept to a minimum.

For more information about our Call Center dashboards and how they can help your business, click here

MEM Consumer Finance is a Loan broking company, specialising in short term 'Payday loans'. Typically, customers borrow small amounts to cover financial emergencies rather than paying late fees or bouncing cheques, both of which can costs more than the fees associated with borrowing from MEM.

MEM recently purchased RealTime OnLine for use in their inbound and outbound call center, to aid them with their sales and debt collection. The web browser user interface enables unlimited thresholds to be configured against Key Performance Indicators (KPI's) so that Managers, Team Leaders and Agents can be proactively alerted when there is a potential or actual problem within the contact center.

For more  about RealTime OnLine click here

The John Lewis Partnership has been trading successfully for over a century, growing from a small drapers shop in Oxford St, to one of the largest independent businesses in the UK.

JLP have recently installed Checkmate's Realtime Online against Cisco IPCC Express in their London based call center. It is being used by several departments to help their various teams manage performance, showing key indicators such as agent availability, agent state, calls waiting etc. Each of the teams are using RTOL all with individual displays to suit their specific needs.

Users have commented that they are very impressed with the dashboards provided by Realtime Online, and that it has helped them to manage customer demand and resource more effectively.

For more about RealTime OnLine click here