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KnoahSoft 1.6 Standard Edition
The KnoahSoft Standard Edition comes complete with the required tools, functionality, and features organizations need to ensure that agent/customer interactions are recorded and that they meet the highest standards of service and care. The Standard Edition includes call recording with screen capture; a web-based dashboard to ensure agents and supervisors are able to properly manage recordings as well as produce numerous standard reports, with the included custom report builder.
In addition to all the functionality also found in the Recorder Edition, the KnoahSoft Standard Edition also provides real-time, remote silent monitoring with screen capture that gives authorized users permission to listen to agent calls as they happen from anywhere in the world using a standard web browser. This gives you the ability to stay involved and in control - from anywhere in the world - to the heart of the contact center operation - the agent interaction with your customers.
The KnoahSoft Standard Edition enables supervisors to dynamically pin-point any agent trouble spots so that customer satisfaction can be met in real-time.
KnoahSoft 1.6 Standard 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
- 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 Standard Edition brochure.
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