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Call Quality Management Tools - Vocal Interaction Quality |
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Key benefits
Easily accessible, web based quality management tool
Fully functional to meet medium to complex quality
requirements
Interaction Quality is a centrally hosted, browser-based
call evaluation and quality monitoring solution. It provides
extensive functionality for contact centres with established
quality management procedures, whether requiring small
or large applications.
Evaluators can select an agent’s call, play it back, simultaneously
view screen activity and evaluate the call from the single Internet
Explorer® browser window.
Fast and easy reporting tools allow managers to compare agents,
groups, supervisors and evaluators. This, in turn, facilitates trend
spotting, enabling managers to take appropriate action to improve
call handling and customer service.
Key Features
Integrates to Vocal call recording solutions, or can be used
as a stand-alone application
On-line form designer enables organisations to create customised
evaluation forms
Standard or user defined reports, to access detailed information
and trends
Attach and email recordings and associated quality reports
In-built security: choose who can create, edit and use scoring
forms, and which calls can be evaluated
Advantages of Browser-based Call Evaluation
Reduced deployment costs as Interaction Quality is centrally
hosted
Easy, centralised software updates via the Interaction Quality
server
Familiar interface, requiring minimal training
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