Harmony Enterprise Edition

• Web Dashboard - The Harmony dashboard provides all users (agents and supervisors) with a browser-based interface to access all of the application modules. Built on Web 2.0 technology, users can easily customize views to ensure their most often used information is readily available to them.
• Inbox Messaging - The Harmony message inbox, accessible from the dashboard view, alerts agents and supervisors to actionable tasks from the solution. This provides a complete collaborative framework between the agent and supervisors by ensuring no tasks "slip through the cracks."
• Recorder - Harmony resolves call recording challenges with robust solutions that are scalable, flexible, and affordable, enabling enterprises to implement deployments that best suit their existing operations. Harmony's call recording architecture can support up to 250 simultaneous conversations on a single server, and as many as 500 simultaneous conversations in "delayed" mode.
• Screen Capture - Recording with screen capture allows you to capture and synchronize both the voice call and agent UI to provide a comprehensive view of the real-time actions and performance of each agent. You can also customize the rules to determine who and when screen captures will be part of a recording.
• Monitor - Harmony provides real-time, remote silent monitoring with screen capture that gives authorized users permission to watch and listen to agent calls as they happen in real-time from anywhere in the world using a web browser. This gives you the ability to stay involved and in control with agent-customer interactions.
• Reports - Better information leads to better results. With Harmony reporting tools you will have the information you need to make the right decisions at the right time. You can analyze the data of your operation (quality and usage) and have access to archival capabilities (access to past recordings should you need it for quality or legal reasons). Plus, our exporting tools make it easy to format and disseminate the information to the people that need it.
• Evaluate - The Harmony "Evaluate" or quality management module takes advantage of Harmony's multi-channel recording and archiving capabilities, so you can evaluate voice and support transactions, such as chat and email. This module includes a conversation graph that serves as an indicator of a problematic call (for example, elevated lines in the graph may indicate elevated voices). You can also bookmark and annotate sections of the recording with text or voice comments to provide specific feedback to the agent.
• Analyze - The Harmony "Analyze" module provide enterprises with performance management that enables them to create customizable, role-based scorecards and dashboards to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact center. Users can customize key performance indicators (KPIs), metrics, goals and alerts to meet their contact center objectives. This helps ensure your contact center employees are focused on the KPIs that will drive performance improvements across your sales, collections and customer service processes to realize cross-functional alignment with strategic goals.
• Coach and Learn - Harmony's "Coach" and "Learn" modules put knowledge in the hands of those who need it, when they need it the most. These integrated contact center coaching and e-learning modules provide a collaborative feedback loop between the agent and the supervisor to delivery training content and messages to agents just in time to improve their efficiency and enhance productivity. Contact centers will have better trained, motivated, and empowered agents, which invariably results in improved customer satisfaction, retention, advocacy, and profitability.
• Survey - The Harmony "Survey" module allows users to create integrated IVR and email based surveys for both inbound and outbound contact centers. This tool, which is tightly integrated with our call recordings, includes the ability to create, distribute, collect, analyze and report on survey results. It also provides a framework for integrating survey results with external third-party tools or other internal operational systems.