Call Center Software Products: Envision Quality Monitoring

Improve call center training with personalized coaching solutions.

Envision Quality Monitoring™ integrates traditional quality monitoring with personalized coaching solutions in order to help call centers develop agents who have the skills needed to be truly effective. With Envision Quality Monitoring call center software, supervisors can easily review customer interactions, evaluate agent skills and integrate training content with evaluations and annotated feedback to deliver customized, targeted coaching directly to the agent’s desktop.

Envision Quality Monitoring enables supervisors to easily capture agent-customer interactions on-demand or according to predefined business rules. Powerful reporting software helps supervisors identify trends and issues and create coaching solutions with greater speed and accuracy. Real-time reports provide instant access to consolidated information about individuals, groups and call centers, providing metrics that make it easy to set and maintain consistent quality standards across the enterprise.

With Envision Quality Monitoring, you can combine traditional quality monitoring tools including automated and on-demand recording with evaluation and coaching tools to provide agents with the skills they need to achieve maximum success.

Key features of Envision Quality Monitoring include:

 
Automated and on-demand recording software with screen capture: Envision Quality Monitoring allows supervisors to capture customer interactions on-demand or according to a rules-based Schedule Wizard, freeing supervisors from the time-consuming work of manually recording interactions. Screen capture is synchronized with audio, and screens can be recorded when agents aren’t engaged with a customer.

Flexible recording and playback: Envision Quality Monitoring supports rules-based voice, e-mail and Web chat communications for use in evaluations and training. Audio playback through the phone eliminates the need for multimedia devices. Conversion to AVI format makes it easy to distribute screen and voice recordings to anyone in the enterprise.

Customizable, integrated evaluations: Customizable templates make it easy to measure agent performance against specific metrics. Evaluations can be integrated with recordings of customer interactions, call center training materials and supervisor audio annotations so everything is delivered to the agent’s desktop in a single package.

Robust Web architecture and user interface: As a core function of Envision Centricity™, Envision Quality Monitoring is part of a unified workforce optimization solution that fully integrates with e-learning, workforce management, analytics and other key functions. This provides an easy to use and comprehensive performance management solution that improves efficiency, reduces total cost of ownership and makes valuable information immediately and consistently available to users in precisely the way they want to view or receive it.

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