Performix Technologies has released Emvolve Real Time, which is designed to provide managers real-rime operational visibility and control of their contact center's performance across multiple sites and multiple functions, Emvolve Real Time enhances Performix Technologies' core solution, Emvolve Performance Manager, by ensuring that all contact center employees, from agent to executive, have access to the performance information they need, Integrating critical information from existing systems within the contact center, Emvolve Real Time delivers performance results directly to the deskrops of contact center executives, using visual graphics and dashboards. Emvolve Real Time enables executives to get instant access to a cockpit view of their business where, at a glance, they can review the key performance metrics. Emvolve Real Time automatically alerts executives when performance results drop below pre-defined performance levels by triggering automatic messages to e-mail or mobile communication devices so exec utives are kept up to date on performance data regardless of their location, The solution builds on the alert concept by also enabling bi-directional triggers, which can automatically prompt a third-party system into action based on real-time contact center performance. For example, if the number of calls in queue escalates, Emvolve Real Time can trigger a contact center's automatic call distributor to begin directing calls to contact center supervisors to ensure the demand is met and service levels are maintained.

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