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KnoahSoft 1.6 Contact Center Edition
A multi-channel contact center is only as strong as its quality assurance program. The KnoahSoft Contact Center Edition ensures that your organization has the tools to measure and report on the quality of any and all transactions - and that these tools recognize different criteria.
The KnoahSoft Contact Center Edition delivers customers with the most comprehensive and powerful set of KnoahSoft 1.6 tools to give a total view of the contact center. It expands on the powerful capabilities of KnoahSoft Standard Edition by adding in quality assurance tools. By enhancing the solution with a quality assurance module, customers will not only have a workflow-enabled agent evaluation environment, but also tools to create customizable, role-based call recording rules to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact center.
With its powerful quality assurance module, supervisors are enabled to review and evaluate agent performance during customer service and support transactions. Further, you will be able to place annotated comments - voice and/or text - directly in the recorded transaction. Reviewers can even note if their comment is of low, medium, or high severity. Once an annotation is complete, it generates a marker to denote its location in the file. Our voice and text annotation feature provides your organization another valuable coaching tool.
You know your business best. That's why the KnoahSoft Contact Center Edition is designed to give you the control of establishing the right quality criteria for your organization. Establishing quality assurance weights and measures is easy with our straight-forward interface. Simply select the quality area, set the variants and scores accordingly.
KnoahSoft Contact Center Edition features include:
- Recording with Screen Capture 100% Recording --
Records all customer transactions, including random or continuous recording for individual agents
- Screen Capture -- Confidentially captures real-time performance for each agent, with customizable rules for frequency of screen captures
- On-demand Recording -- Allows agents to turn recording functionality on or off as required (e.g., record confirmation of a customer purchase)
- Conversation Graph -- Visually depicts support conversations, for quick identification of problem areas
(e.g., cross-talk, elevated voices); provides the ability to plug in voice or text comment against a selected voice snippet
- Real-Time View -- Provides live, real-time viewing of agent information and call status
- Screen Capture -- Enhances real-time performance assessment by showing what the agent sees and what support tools they are using; Captures screens for all calls to an agent
- Live Monitoring -- Allows for listening to calls in progress from anywhere in the world, via our dynamic web-based interface
- Monitoring with Screen Capture
- Email Feedback -- Provides email support to the agent while the agent is actively on a support call
- Silent Monitoring lists all agents currently on calls and the current status of the call. If the agent is relatively new to the company or if they have put the customer on hold several times; these are important indicators that the agent may require assistance.
- Clicking Play opens the Silent Monitor window, which then displays information about the agent, what tools and resources the agent is using to provide support to the customer
- Quality assurance for multi-channel support: Email, Chat, Voice
- Insert Voice and Test annotations in reviews
- Customizable rules including quality criteria by client and/or channel
- Create, review, and search evaluations
- Post-review of evaluations
- Manage standard comments: inline and criteria-based comments
- Filter information by agent and/or support channel or transaction length
- Context sensitive online help for quality criteria
- Real-Time Dashboard Reports -- Provides snapshots of recent performance. Reports appear when users logs in, for an instant graphical representation of their performance, as well as how they have performed against their peers
- Generate Standard Reports -- Create and run reports by specific queries (e.g., by agent, queue, channel, and/or site)
- Seamless Scalability -- Support and maintain multiple accounts across all service locations, for the fraction of the cost of other products
Please click here to download the KnoahSoft Contact Center Edition brochure.
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