Case Studies

Case Studies

Tripling QA Sample Size with Same Time and Staff

aaa Delta Community Credit Union, Georgia's largest credit union serving over 275,000 members, implemented KnoahSoft's Harmony call recording, quality assurance and coaching solutions for bringing the whole contact center operation in-house and offer a world-class customer interaction experience. The solutions enabled the leading credit union to triple the QA sample size with same time and staff and expand recording capabilities to five departments across the enterprise.

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Meeting 100% Recording, Quality Management and PCI Compliance

Think Direct Marketing Group, a growing direct marketing call center based in Florida, implemented KnoahSoft Harmony™ Contact Center Edition to meet their call recording, data security and quality management requirements. Harmony's web-based, PCI-compliant solution includes Cisco UCCE pre-certification and enables TDMG to monitor real-time agent activities and assess detailed information on historical agent performance and actions - despite diverse agent locations. Harmony's seamless scalability provides increased manageability, lowered costs and improved productivity.

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Process Driven Solution Compatible with Avaya and Genesys

Tata Business Support Services, Ltd, one of the largest third-party outsourced customer service providers in India, implemented KnoahSoft Harmony Contact Center Edition to support their growing workforce management requirements. The solution included the comprehensive web-based software suite as well as the Evaluate module, which gave Tata the ability to define business rules that drive quality plans and improve agent quality by evaluating the right customer calls. Harmony's comprehensive Quality and Performance Management solution enabled Tata to invest in their future, now.

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