QA & Coaching

Easily design, organize and categorize evaluation forms via an intuitive graphical interface, without IT assistance. Focus on call flow or after-call work skills, while rating any number of call handling competencies and adding comments that pertain to the evaluation or other issues requiring attention.

Quickly and objectively assess the quality and performance of local and remote agents using a unified Web-Portal based interface for evaluation and playback of synchronized call and screen recordings.

Monitor and analyze the results of your Call Center Quality Management and Coaching using insightful, actionable reports and desktop tickers with data roll-up and drill-down options all the way down to playback of recordings, along with powerful visualizations for expedited, in-depth analysis of causes for quality problems or customer interaction excellence.