When it comes to earning adoption for new software in your technology stack, the look and feel of an application can have a significant impact on how well a tool is received. If your employees don’t feel comfortable navigating a new high-tech system, they won’t be able to use it to its fullest advantage.
The MAF ICIMS system is a 360-degree reporting suite for your unified communication strategy, designed to provide a comprehensive insight into everything from conference calls to instant messaging, video, voice and more. Recently, MAF announced an upgrade to the look and feel of the ICIMS solution, with a new skin that aligns the system with today’s digital trends.
What’s New with MAF ICIMS?
The new design for ICIMS gives your reporting suite a more engaging appearance, complete with appealing pastel shades that are making the system feel more familiar to some of the other popular tools in the marketplace. Along with the new look, MAF ICIMS also offers:
- Enhanced cloud security – Site admins can manage the policies and security for sites
- Integration with Microsoft Teams
- Integration with IPC Dealer Boards
- Integration with Amazon Connect
- Integration with Etrali Dealer Boards
- Call Quality Index – Specifically designed for users of Skype for Business
The MAF ICIMS update also includes various enhancements to the report designer and report builder systems. What’s more, the System Monitor will be able to demonstrate call quality metrics for data sources used throughout hybrid communication environments.
New Integrations
MAF ICIMS has always allowed companies to track their performance in Skype for Business. However, the recent update means that you can see usage trends for Microsoft Teams too. The activity dashboard demonstrates the volume of team messages, chat messages, meetings, and calls in a specific range.
On the other hand, the user dashboard demonstrates how many users have accessed the calls, meetings, chat messages and team messages within a specific date range. The User Adoption Teams dashboard is specifically designed to help you see how many employees are adopting your new technology with metrics like percentage of active users, or active users per month.
MAF ICIMS also offers a new integration with Amazon Connect, to help you track things like Available Agents, Agents logged on, answered calls and missed calls in your contact centre environment.
New MAF ICIMS CC Monitor
Alongside the additional integrations and transformed appearance, MAF ICIMS CC also has a new “Response Groups Statistics” monitor. Presented in the form of a donut chart, this monitor shows things like:
- Top 10 response groups by number of missed calls
- Top 10 response groups by number of calls referred to them (overflowed)
- Detailed analysis of response groups
MAF NMS Updates
Finally, the MAF NMS solution has also seen a number of enhancement this month, including:
- Verify: Verify that the DID numbers in a range correlated with those provided by an SP. Filters can be applied to help enhance the reporting experience
- Rogue: The Rogue DID screen shows DIDs that have been used but aren’t allocated to a specific range
- Auto range generation: The MAF NMS can now automatically generate ranges following DID importation. This is possible through the grouping of sequential and associated DIDs in a range
- Reports: Standard report formats are now available to demonstrate all allocated DIDs, All DIDs, or unallocated DIDs
Companies with customers in the MAF portfolio can ask for an upgrade. MAF is also providing a free thirty-minute session for end-users to help them understand the new features when they upgrade.
