Quality management

Automate quality processes with pre-configured workflows, using do-it-your-self visual tools for customization.

Increase precision and automatically evaluate the right interactions consistently using embedded AI analytics.

Evaluate interaction quality from any data source, recording system or digital channel as part of an automated program.

Auto-score interactions, including sentiment, and aggregate the results on  agent and supervisor dashboards.

Ensure agents feel vested in the quality management (QM) process and follow customer engagement standards.

Reclaim idle time for agent training with direct QM access through the unified agent desktop.

Don’t waste time combing through interactions. Apply out-of-the-box categories and sentiment to your quality plans to automatically identify the most relevant and valuable interactions to score.

Engage agents with balanced feedback across good and bad interactions and give them a voice with automated disputes, and self-evaluations.

Make implementation and onboarding hassle-free with unified user setup across all applications, drag-and-drop form creator and comprehensive quality planner.

Spot performance issues and drill-in to identify the action needed. Then provide agents with auto-scheduled, targeted coaching to improve their skills.

Reclaim lost time for agent development with bite-sized learning activities via unified agent access to evaluations and coaching packages.

Evaluate digital interactions– because your customers expect a great, consistent experience across ALL your channels.