Contact Center Quality Monitoring

Our flexible contact center quality monitoring solution lets you maintain the highest levels of quality.

Every contact center is unique. It takes a thorough understanding of your unique business drivers to deliver an effective contact center quality monitoring program. We'll work with you to design the right solution for your contact center.

We take several factors into consideration when we work with you: your existing technology, your performance measurements, your future goals – and, of course, your budget.

Our contact center quality monitoring solution allows you to maintain the highest levels of quality without sacrificing time or resources and is fully integrated with our call recording and screen capture modules, allowing you to score calls while listening to and watching the interaction.

Quality Management Key Features:

• Included with all installs – no additional licensing is required.
• Unlimited playback and QM reviewer licenses included.
• Play back synchronized call and screen recordings simultaneously for easy scoring.
• Flexible, easy-to-use form builder lets you create custom forms in minutes.
• Detailed reporting provides insight to the data – so you can make decisions based on the metrics that matter most.
• Share and download QM forms on cc: Community.
• Library of standard reports included, along with the ability to create and share custom reports.

Customizable Contact Center Quality Monitoring Evaluation Forms

Our contact center quality monitoring module allows you to get started right away, building web-based evaluation forms, tests, and quizzes in a matter of minutes. You can build multiple evaluation forms with no need to bother your IT staff. Easily add questions, sections or responses to your forms.

Easily Sort and Refine Your Contact Center Data

A diverse range of reporting options are available through integration with Microsoft SQL Server Reporting Services (SSRS), allowing management to quickly and easily monitor contact center performance and optimize service and performance levels.

Powerful, ready-to-use reports can be used to spot trends as they emerge at the group or individual level.  You can then leverage this data to find your top performers, and use their recordings for coaching and training, or identify which individuals are in need of coaching, and know for certain what they need to learn.