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Quality Management
- Qfiniti Enterprise
Qfiniti is an enterprise
customer satisfaction solution that helps global, multi-site operations
understand their customers and consistently deliver outstanding service
through call center monitoring. This unified, scalable, and centrally
managed infrastructure provides tools to capture call and desktop
events, evaluate and analyze these activities, coach and train agents,
and measure customer satisfaction through survey capabilities.
Qfiniti Enterprise delivers:
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Conceptual
understanding of customer calls
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Select capture
of voice and desktop activity
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Automatic,
real-time agent inquiry assistance
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Advanced
evaluation tools with sophisticated scoring and weighting options
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Automated
customer phone surveys
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Targeted
training and integrated e-Learning
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Complete
Call Center Monitoring
All in a single solution.
Features
From call center quality
monitoring to e-learning, automated surveys and speech analytics,
Qfiniti Enterprise delivers a complete strategic customer care
solution, all on one unified, scalable platform.
Intuitive Design
Users can find calls for playback, evaluate agents, deliver on-line
coaching, and analyze performance across sites all from the same
intuitive software tool.
More Effective Coaching
Numerous time-saving, features such as set-and-forget recording plans
and automated reporting help ensure that supervisors spend more time
where it counts - with their customer service team.
Enterprise-wide Reporting
Analysis capabilities, including adherence/compliance, coaching,
performance analysis, recording analysis, and configuration reports,
help determine coaching opportunities and consistent tracking of the
customer experience.
Scalable
Qfiniti Enterprise is designed to integrate seamlessly with other
contact center technologies, and the distributed architecture offers
highly flexible deployment options that leverage the existing IT
infrastructure..
Centralized Technology
A centralized database and single interface supports consolidation,
simplifying administration And because Qfiniti Enterprise
supports standard, off-the-shelf equipment, IT can confidently manage
etalk software along side other mission-critical technologies.
Localized Interface
Language localization and a regional format help users quickly address
performance issues regardless of country or language.
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