Analytics & reporting

To help organisations provide consistent quality of service, while remaining profitable and efficient, we provide a range of quality, workforce and business optimisation tools. These tools enhance operations, ensure high quality customer service, resolve customer disputes, achieve regulatory compliance, accelerate employee training, and increase workplace productivity and security. All solutions are highly scalable and modular, enabling you to choose the level of complexity that meets your requirement for continuous performance improvement.

Analytics, reporting & recording�

Quality management also brings emotional intelligence to bear in their interactions with customers. This is achieved through real-time soft evaluator capability.  The innovative technology helps encourage agent empathy and gauges the emotional state of both customers and agents by evaluating their voices and improving conversations in real time. The soft evaluator capability can assess live calls to identify incidences of cross-talking, changes in conversational tone, speech ratio balance, speech volume and the stress levels of both parties.

Real time and historical reporting

Standard reporting capabilities provide data that is meaningful and easy to analyse so that managers can accurately measure contact centre performance. View detailed reports with associated graphs in areas such as:

Real time and historical reporting�

  • Wait time
  • Talk time
  • Average handle time
  • Average time to answer
  • Abandoned calls
  • Total calls by queue / agent
  • After call wait time
  • Agent performance
  • Call tracking
  • Wrap up codes
  • Auto attendant usage
  • Callback use
  • Service levels
  • System reports

Quality Management

We offer a range of workforce and business optimisation tools which include:

Call and screen recording

  • Feature-rich call recording and quality monitoring that is utilised by businesses of all sizes across the world for compliance, security and improving service levels. Designed to be easy to use and fully integrated with the contact centre

Real time speech analytics

  • A virtual coach that helps your agents say exactly the right things, in the right way, on every call, and respond correctly to your customers in any given situation. Innovative speech analysis technology allows organisations to monitor and improve conversations in real time, as well as evaluate call recordings. The solution analyses agent and customer speech to provide live feedback to agents, team leaders and quality assurance teams about what is being said and how it is being said. It monitors stress levels, speech clarity and script adherence, all whilst the call is in progress.

Agent evaluation & score cards.

  • Equip your employees to deliver better customer experiences through quality monitoring and agent coaching with agent evaluation software. Employees will benefit from feedback and training utilising live customer calls and objective feedback mechanisms. Deliver objective employee evaluations, coach employees for improved success, and track performance improvements over time, consistent customer experiences and ensure high customer satisfaction.

All of the above are modular enabling you to choose the level of complexity that meets your requirements for continuous performance improvement.