Harmony with Screen Capture
KnoahSoft Harmony is a VoIP-based, cost-effective and easy to manage quality, recording, and performance management software suite that brings together multiple roles across the organization: agents, supervisors, quality specialists, managers, trainers, executives, and in the case of outsource contact centers, their clients. Harmony is analytical-oriented, and supports a services-oriented, enterprise portal-based framework. It is secure, easy to manage, and promotes flexible and scalable technology integration.
Recorder with Screen Capture
100% Recording.
On-demand Recording.
Screen Capture.
Integration with Speech Analytics for Filtering.
Supports Span-based Recording.
Supports Branch Recording.
Complete CTI Integration.
Remote Monitoring via Web
Live Remote Monitoring with Real Time Views.
Screen Capture.
Supports Performing QA During Monitoring.
Easy Link Sharing via Email.
Remote Monitoring via Telephone
IVR and Text-to-Speech Technology.
Listen by extension, queue, location.
Secure Access.
Uses Standard Open-source Platforms.
IVR Customer Satisfaction Surveying
Immediate Access to Survey Responses.
Full surveying capabilities for VoIP contact centers.
Standard Voice XML.
Customizable Templates.
Quality
Multi-channel Quality Assurance.
Voice and Text Annotations Tools.
Multiple Evaluation Forms.
Customizable Rules.
Performance Management
Create Specific KPI Metrics.
Customizable Weights for Each KPI.
Targeted Scoring for Individuals and Teams.
Performance Summary Scorecards.
Reporting
Just-in-Time Dashboard Reports.
Multiple Standard and Scheduled Reports.
Multiple Reporting Templates.
Coaching
Personalized Agent Training.
Automated Framework.
Alerts and Reports Ensure Supervisory Follow-up.
ELearning
Central Repository for ELearning Content.
Course and Quiz Management.
Course and Quiz Scheduling.
Messaging
Real-time, Rule-based Messages to Prompt Urgent Reactions.
Rule-based Notifications for Future Follow-Up.
Service Level Messages.
Trouble Call Messages.
Please click here to access our Harmony Brochure.
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