Quality Monitoring
Red Box Quantify QM™
A quality management package enabling customers to manage call assessment, management, reporting and coaching within small to medium sized contact centres.
Red Box Quantify QM™
Red Box Recorders Quantify QM™ is a quality management package enabling customers to manage call assessment, management, reporting and coaching within small to medium sized contact centres.
Using the latest web-based technologies it addresses requirements for advanced functionality of audio and screen based assessment and provides integrated suppression for PCI compliance and third party integration.
Key Features
- • Quantify QM links assessments to recordings for scoring and evaluation using fully customisable templates and scoring methods
- • Screen Recording offers fully synchronised screen and voice
- • Suppression for PCI compliance enables both audio and screens to be blanked when taking credit card details
- • Online prompts to establish standardised scoring methods
- • Automatic sampling and selection provides supervisor workspace with scheduled samples of recordings ready for assessment
- • Inbuilt reporting functionality
- • Intuitive coaching package provides coaching tips
- • Documentation and assessments can be sent directly to an agent for timely feedback and action to drive performance and effectiveness
- • Both selective and total recording available to meet qualitative and quantitive requirements, enabling quality to be assessed whilst making informed business decisions
Key Benefits
- • Easy to use setup for creation of scoring templates and weighting
• Efficient workflow for simple and effective use of time
• Cost effective QM for voice, screen and data from 10 agents upwards
• QMLite version available for up to 50 agents and 10 supervisors
• Totally scalable solution offering multiple server architecture to allow for scalability and deployment within today’s distributed IT infrastructures
• Web based interface for simple deployment
