INSPIRATION pro Quality Monitoring Solutions
INSPIRATION pro, is a fully integrated quality monitoring and agent evaluation solution that allows contact centers to measure the quality of their customer interactions.
Performance improvements in contact centers, such as increasing productivity, reducing staff turnover, retaining customers or increasing sales penetration, can only be achieved through a comprehensive Quality Monitoring program.
INSPIRATION pro, is a fully integrated quality monitoring and agent evaluation solution that allows contact centers to measure the quality of their customer interactions by enabling them to highlight the strengths and weaknesses of their agents, evaluate interaction outcome and make informed decisions on how to best improve individual agent and overall contact center performance.
INSPIRATION pro captures the entire customer interaction (voice & data) and can be used in a selective recording or bulk recording manner. Interactions are retrieved using sophisticated search criteria and evaluated with individually definable skill-based scoring templates. Fully integrated reporting capabilities allow for easy data analysis, trend spotting, identification of training needs and management reporting.
* Emphasizes both customer interaction life cycle and agent performance
* Provides easy intranet or Internet access to agent transactions
* Browser-based access eliminates the need for proprietary software and intensive installation procedures
* Easy-to-use interface, flexible and intuitive navigation, color coded modules making this powerful application a snap to use
* Modular integrated approach includes logging, screen capture and flexible CTI
* Comprehensive multimedia solution that manages all media types uniformly
* Friendly wizard allows for quick and easy design of custom evaluation templates and reports
* Advanced recording planner for system optimization by using selective recording
* Multiple-level ID and password verification
* Easy to implement APIs for seamless integration into back-end CRM systems