Contact Center Supervisors spend a considerable amount of time rating agent performance. On average, they listen to just 5% of call recordings of agent interactions with customers. Accuracy and fairness are almost impossible to achieve–this is the largest contributor to agent dissatisfaction and turnover today. SmartQuality (SQ) to the rescue!
SmartQuality is Enghouse Interactive’s new agent evaluation application. Using Artificial Intelligence (AI) and Natural Language Processing (NLP) technology, SQ enables comprehensive, un-biased evaluation of up to 100% of agent interactions across all channels –voice, email, and SMS.
Enables evaluation of up to 100% of interactions
Automatically identifies interactions that fall above and below KPIs
Uses advanced analytics to detect multiple themes and risks
Delivers impartial, objective and consistent interaction reviews with AI
Now Available On Demand
Global President Enghouse Systems
Product Director Enghouse Interactive
Managing Director Enghouse Interactive
CTO, Enghouse Interactive
Quality assurance (QA) has been around for a long time, but it remains at the forefront of the battle to improve contact center performance and customer experience. There are many experienced quality managers and supervisors working in contact centers today, and most of these operations have thousands if not millions of interactions stored. However, the contact center industry as a whole is missing out on huge opportunities to improve performance and gain insight, as the vast majority of these stored customer interactions are never used.
To counteract this problem, companies are increasingly using AI-enabled agent quality assessment to transcribe and analyze all interaction recordings, consistently and objectively.
Download this whitepaper to learn more about what other organizations are thinking. See how you can benefit from AI-enabled agent quality assessment in your contact center.
Download Brochure to know why you need to use AI-Enabled Agent Evaluation and learn how you can deliver tangible improvements using AI in your contact center.
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Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services and video solutions, serving thousands of customers for over 35 years. EI solutions enable customers to deliver winning customer experiences by transforming the contact center from a cost center into a powerful growth engine.
Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to EI’s reputation for consistently honoring its commitments to its customers, staff, partners and investors. Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions, whether deployed on-premise, in the cloud or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require.
Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that its customers can be reached by their customers – anytime, anywhere, and via any channel