Worldwide [select] Login Contact Us
Products Solutions Services News & Events About How to Buy

Looking for a specific Aspect Product?
Product Fast Finder

Performance Optimization Products

Recording and Quality Management

Recording & quality management records and evaluates agent performance and captures real-time customer feedback, giving you insight into business issues and agent performance. It simplifies the call recording process to help your business comply with regulatory requirements and provides new opportunities to derive value from the customer knowledge you gather with every customer interaction.

With features such as essential call logging, speech analytics, quality monitoring and workforce coaching capabilities, recording & quality management can help you:

  • Meet regulatory requirements
  • Mitigate risks
  • Improve customer service, collections, and sales and telemarketing operations

With 100 percent call recording, you can pinpoint the most appropriate customer interactions to record and evaluate improvements to people and processes. Integrated speech analytics lets you automatically analyze and report on the content, context, purpose and outcome of every recorded conversation to quickly identify and act on important trends.

To help improve customer experience management and agent performance, recording & quality management provides integrated customer surveys and reporting to streamline agent quality evaluations. Reports include links to actual recordings for insights into each interaction, and recordings can be stored and distributed to agents for training and coaching purposes as part of dynamic optimization coaching workflows.

Recording & quality management lets you:

  • Leverage robust voice and screen recording for front and back office with quality scoring and customer surveys
  • Utilize quality recordings as coaching tools to help improve the customer experience
  • Consider business data in association with customer interaction recordings to help identify reasons for repeat customer calls
  • Analyze and report on the content, context, purpose and outcome of every recorded conversation with integrated speech analytics
  • Utilize metadata to analyze customer interactions and easily pinpoint the root cause of changes in performance
  • Send call categories to the performance management application automatically

Learn more about how the PerformanceEdge™ performance optimization suite from Aspect can change the reality in your contact center.