Quality Monitoring

Keep your agents performing at their best with quality monitoring

Designed to help you assess and improve call center agent performance, Quality Monitoring records and stores calls for easy retrieval for agent coaching and training sessions and provides tools for agent evaluations.

• Records, evaluates, and retrieves customer calls across channels and sites
• Provides business-driven recording functionality, advanced data storage, retrieval, and presentation capabilities
• Includes powerful agent performance evaluation tools

Contact Recording

Capture, manage, and learn from all customer interactions – including voice, Web, and e-mail.

Contact Management and Retrieval

Record and file interactions automatically for easy retrieval and play.

Performance Indicators and Agent Scorecards

Evaluate and train with role-appropriate scorecards that show real employee performance metrics.

Centralized Reporting

Calibrate effectively across all your centers, and acquire insight into contact types and patterns so you can determine "root cause."