Contact Center Quality Assurance Software Features

Activity Dashboard

Dashboard to view activity

Agent Interface

Agents can view and manage all customer requests and interactions.

Call Recording

Record the audio of phone conversations for quality assurance purposes

Customer Experience Management

Oversee interactions with customers throughout the entire relationship

Customer Surveys

Tool to send questionnaires to customers to gauge feedback

Employee Coaching Tools

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Feedback Management

Collecting and analyzing feedback/reactions from end-users

KPI Monitoring

Tracking the status of previously identified performance measurements

Multi-Channel Communication

Allows support from multiple channels including email, live chat, phone, and social media.

Multiple Scoring Models

Create multiple models or equations for generating scores

Process/Workflow Automation

Design workflow paths once and apply the logic to enable automatic creation of future processes and workflows

Quality Management

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Reporting/Analytics

View and track pertinent metrics

Sentiment Analysis

Categorize emotions expressed in written text and identify if they are positive, negative or neutral

Third Party Integrations

Improve business process by accessing more features and applications by combining third party integrations

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