AudioLog Interaction Quality^TM Quality Evaluation Software

AudioLog Interaction Quality^TM agent evaluation software provides the power and functionality required by the largest and most sophisticated contact centers, yet is scalable and affordable. Delivering a powerful combination of advanced technologies, design flexibility, and ease of use, AudioLog Interaction Quality^TM is one of the most powerful browser-based call evaluation and quality monitoring systems available.

Streamline Interaction Evaluation and Scoring

AudioLog Interaction Quality^TM integrates the vital information and controls needed to find, play and evaluate calls, all from a single Internet Explorer® browser window. Functions such as selecting an agent's call, playback, synchronous screen views and call evaluation can be tightly integrated for a streamlined call evaluation and scoring experience.

Impact Key Organizational Performance Indicators

AudioLog Interaction Quality^TM allows contact centers to measure agents' or public safety dispatchers' call handling behaviors and quantify the impact these have on key metrics. It equips management with the clear, reliable data necessary to refine call-handling processes and employee-development efforts. Verint's (Mercom) advanced psap and call center recording and evaluation solutions enable the user to surpass not only expectations, but yesterday's benchmark.

Built-in error and correlation reporting allows for easy viewing of trends in compliance defects and correlation of individual evaluation criteria to business metrics, such as sales conversion or a customer service survey score, ensuring that, for each campaign and each client, the behaviors being measured and coached on are those that impact sales or service metrics.

Features

• View critical quality information in an easy-to-use, user-defined dashboard.
• Design forms easily, quickly and securely.
• Access forms on-line to create questions and assign score elements on-the-fly.
• Experience simultaneous access, allowing multiple supervisors to create forms when they need them without delays.
• Retain security and control over who can create, edit and use scoring forms.
• Measure results of training and process changes.
• Automatically deliver detailed information, summaries and trends through standard and customizable reports and graphs that can be set up on automated email schedules.
• Share information by attaching and e-mailing Audiolog's standard .wav voice files along with the associated evaluation.
• Quickly view performance against set goals.
• Spotlight behavior and quality trends for planning.
• Develop statistically-supported data to calculate probable future results (without the need for knowing statistics!)
• Enjoy the benefits of advanced web technology design, leveraging Microsoft's ASP.NET®, the premier architecture for delivery of Web-based services.