MagIC is a data collection/management application for critical communications centers. It streamlines operations for call centers with industry-leading reporting tools, wizard-driven filters and an array of configurable features in an easy-to-use Management Information System (MIS).

MagIC allows users to filter call data based on agent and console activity, date and time, Automatic Number Identification (ANI), Automatic Location Identification (ALI), TTY, notes and other call-related characteristics. Filtered data can be viewed, printed or presented in standard reports, including:

• Agent or Console Activity - statistics on specific call events, averages and comparisons

• Call Data for a Single Call Event - setup time, ring time, agent or position answering, hold time, transfers, talk time and teardown time; abandoned calls and wireless calls

• Telecom Data Activity - a complete list of lines and trunks utilized during a call

• ALI - information can be parsed and filtered for custom reports and searches

MagIC integrates with VESTA®, ORION™ MapStar, CERES™ Digital Logging Recorders (DLR) and third-party telephone systems.

MagIC Enterprise is a web-based MIS tool that provides enterprise-wide reporting with the opportunity to establish network standards and benchmarks. It consolidates data from multiple centers running MagIC into a single reporting system and analyzes the statistical data generated.

PlantCML products are sold, implemented and maintained by our channel distribution partners. We also provide flexible and reliable service and support. For more information about MagIC or MagIC Enterprise, contact PlantCML.