Automate Data Exploration: Detects emerging trends across interaction channels without knowing what to look for.
Timely Results: Eliminates the need for user-initiated set-up and gives you a jumping off point for deeper analysis, thus shortening the time to insight.
Quickly Determine Impact: The system adapts as new phraseology comes into use, helping you to quickly see the effects of new improvement plans and marketing campaigns or to identify market conditions.
Ease of Use: Easy drag and drop interface allows even the novice user to organize topics and create effective queries for deeper analytics.
Analytics and Reporting
Interaction Categorization: Identifies and sorts the most relevant interactions within your custom categories.
First Contact Resolution (FCR) Analysis: Finds and targets common repeat interaction types and shows relationships between those interactions.
Root Cause Analysis: Determines the fundamental reasons customers interact with contact centers and identifies the agent behavioral and process issues that are most in need of attention.
Advance Reporting: Provides easy-to-read and interactive dashboards that highlight the relevant information that you need to make decisions.
User-Defined Quality Initiatives: Through customized metrics, gather quantitative information about your agents' performance.
Drill-Down Capability: Ensures that actual interactions are always a click away and that supervisors do not spend extraneous time searching for relevant interactions to use in agent evaluations.
Agent and Supervisor Portal: Front-line managers have access to dashboards where they can see how individuals are performing compared to the organization overall, and target coaching to address behaviors that are not best practices. Agents can review their performance for each interaction type, as well as how the are performing relative to peers.
Evaluations Without Interactions: Launch evaluation forms without the context of an interaction to evaluate agents on non-interaction criteria such as schedule compliance.
Quality Workflow Engine: Out-of-the-box evaluations workflow manages assignment queues and evaluation status, while providing the ability to group interactions by alert type, queue, reviewer, and across a range of time period.