Home > Product Solutions > Contact Centre Apps
Contact Centre Apps
Overview
Call Centre and service desk technology solutions designed to analyse customer interaction, incorporating agent quality monitoring, screen and data capture, workforce management, agent coaching and customer feedback. Business Systems also provide call recording and analytics solutions for contact centres and general business.
|
|
Quality Monitoring
Comprehensive quality management solutions designed to measure and improve performance of training programmes, customer service levels or individual agents within contact centres, help desks and service and support centres.
|
|
|
Workforce Management
Solutions designed to assist contact centres with forecasting, scheduling and planning agent resource. Facilitates better utilisation of resource and improves service levels by improving visibility of contact centre resource and associated workflow processes.
|
|
|
Agent Coaching
Facilitates rapid agent training and up skilling, with advanced coaching modules enabling agents to build and shape their own coaching and training plans via web based applications with full enterprise reporting capabilities.
|
|
|
Customer Feedback
Cost effective and easy to gather customer feedback can be achieved through post call IVR surveys incorporating survey design modules for fast, straightforward feedback campaigns. Hosted satisfaction surveys and on premise solutions available.
|
|
|
Call Recording
From compliant call recording systems for transaction verification, to mobile phone recording and enterprise call recording solutions to assist with quality management programmes.
|
|
|
Speech Analytics
Providing speech analytics and customer experience analytics solutions we evaluate, recommend and implement CPE or hosted analytics solutions using either phonetic or speech-to-text technology.
|
