Define 'agent utilization'
Integrate proven scheduling
   techniques
Use multiple communication channels

Implement quality and coaching
   strategies

• Survey results are systematically created, distributed, collected, analyzed and reported
• Valuable tool for real-time feedback on contact center operations and marketing feedback
• Phonetic-based, fast indexing of any word, flexible output and confidence score
• Facilitates insights into customer needs and helps identify shortfalls

• Agent level or group level coaching, supervisors can develop unique coaching plans
• Alerts and reports ensure follow-up is completed on time
• System maintains a hierarchical repository of learning modules
• eLearning feature provides example based recording libraries
• Supervisors can define and assign quizzes along with courses

• Up to 900 simultaneous conversations on a single server with customizable recording rules
• Highly secure, scalable and redundant solution
• Supports VoIP, TDM and Hybrid
• Supports custom 3rd party integration with API or can pull external data via CTI integrations
• Supports multi-tenant and multi-site deployments

• Performs QA while monitoring calls
• Auto Assignment of Course/Quiz based on performance
• Allows agents and supervisors to view and comment against the evaluation done
• Reviewers can give feedback against each criteria or overall in both text and voice recordings
• Allows agents to raise appeals along with a customizable workflow set for this process