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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