Ensure the highest quality customer interactions with Aspect® Quality Management.
Every time a customer reaches out to your contact center and speaks with one of your agents, you have an opportunity to gain valuable insights that can improve your level of service. That means understanding what's really happening during thousands of interactions and ensuring that those interactions are of the highest possible quality. That's where Aspect Quality Management software comes in, giving you a comprehensive view of agent quality from customer, supervisor and agent perspectives.
By offering voice and screen recording features to capture customer voice and screen interaction (based on business rules that you define), Aspect Quality Management enables you to create a valuable repository from which to measure the quality of individual agents, extract insights across many agents and prepare audio/visual training material for highly effective coaching modules. Your agents will enjoy the system's modern, intuitive, highly graphical user interface, and they will quickly learn how to address quality issues and then get back to productive work.
Hear the voice of your customers through integrated web survey capabilities, within your existing IVR system or by employing one of our easy IVR solutions.
Achieve new levels of agent performance with multiple sources of quality data, balanced scorecards and full coaching workflows. Best-in-class speech and desktop analytics allows you to proactively solve problems by observing contact center trends and by providing real-time coaching to agents and alerts to supervisors. Aspect Quality Management Software is cloud-ready and allows you to:
- Record voice, screen and IVR sessions for flexible retrieval and analysis
- Remove the technology barrier and dramatically shorten agent learning curve with modern, intuitive, browser-based user interface
- Provide valuable insights with high performance speech and desktop analytics
- Combine quality data with performance data for a comprehensive view of agent balanced scorecard
- Initiate automated coaching workflows based on quality scoring
- Integrate seamlessly with leading contact center solutions including Avaya, Cisco and others
- Get very tight integration with Aspect® Unified IP® for the most robust full-time voice and screen recording
- Monitor interactions in real time to spot and correct appropriate compliance issues or empathy shortfalls
- Turn voice recordings into highly effective coaching modules
- Choose from multiple pre-configured evaluation forms, or create your own quickly and easily
- Easily calibrate quality measurement to ensure frequent, consistent assessment
- Survey best practices such as NPS (Net Promoter Score) or CE (Customer Effort) and assess how customers perceive agents, the organization and products
- Improve agent performance and quality with real-time speech analytics screen pops
- Use advanced speech analytics to automatically score and categorize your calls
- Enable PCI and HIPAA compliant recordings
- Append metadata to each recording and identify which calls need review or target monitoring efforts to provide more personalized service