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EnghouseAI
Automated Quality Management
Analyze up to 100% of contact center interactions for consistent and unbiased quality assurance
Contact center supervisors spend significant time monitoring conversations across all channels. But with thousands of hours of recorded agent-customer interactions, studies have shown that, on average, they may analyze less than 5% of all engagement.
Enghouse Interactive’s Automated Quality Management solution enables comprehensive analysis of up to 100% of interactions across voice, text, email, SMS, social media, and webchat. Automated Quality Management uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to analyze and score each interaction based on your specified criteria.
Deliver Tangible Improvements with AI
Instead of randomly sampling a (typically small) subset of customer interactions to review, use Enghouse Quality Management Suite powered by EnghouseAI to scale up your Quality Assurance at the same time as making it more thorough. Free up supervisors from spending so much time manually evaluating interactions and more time on agent development.
AI-Augmented Interaction Analysis
EnghouseAI Automated Quality Management uses easily customizable scorecards that reflect your defined criteria for a positive customer experience. This means you can identify issues quickly, even infrequent ones. And with years of experience in computational linguistics, our solution will deliver a comprehensive analysis featuring sentiment, script adherence, and automatic characterization.
Advantages
AI-Enabled Automatic Evaluations
Trusted Expertise in Enhanced CX
Enghouse’s expertise in both contact centers and Artificial Intelligence ensures our Automated Quality Management solution is uniquely positioned to deliver accurate and consistent assessments.
Mindful and Effective use of AI
Our experts know how to avoid the pitfalls of using AI in contact centers and ensure that these powerful tools are mindfully and effectively applied to automating the task of evaluating interactions.
Guaranteed Value and ROI
Leveraging the cost-effective Enghouse-developed Transcription Service with its deep language support and high accuracy, Automated Quality Management delivers higher efficiency and a clear return on investment.
Features and Benefits
Top Benefits of EnghouseAI Automated Quality Management
Analyze up to 100% of Interactions
Most organizations only manage to review a small sampling of their customer interactions doing it manually. Automated Quality Management Evaluation enables 100% coverage.
Increase Accuracy and Consistency
Remove human bias and perform assessments against the same criteria, ensuring consistent and objective evaluations across all interactions.
Improve Coaching
Evaluating every interaction provides a complete view of contact center engagement and supports better and more directed coaching and training.
Boost Supervisor Effectiveness
Free up your supervisors to focus on management activities that require personal attention, such as agent development and training.
Deliver Winning CX
Well-trained agents are more engaged, informed, and positive, resulting in better service, higher first contact resolution (FCR) rates, and greater customer satisfaction.
Improve Compliance with Regulations and Policies
Combine quality management with AI-based monitoring to ensure each interaction complies with industry regulations and company policies. Identify actionable items for follow-up.
Elevate Agent Job Satisfaction
Performing objective, consistent assessment on 100% of interactions helps improve agent trust in the evaluation process, leading to higher job satisfaction. Supervisors will also be able to more easily identify and drill into good performance.
Easily Adapt to Changing Needs
With easily customizable scorecards, supervisors can ensure that EnghouseAI’s Automated Quality Management quickly adapts to new evaluation criteria and changing company policies.
Complementary
Enghouse Solutions
Recording and Quality Management
Protect your customers and your organization with high definition call recording, keyword indexing, timestamping, and encryption. Use Enghouse Quality Management Suite to support improved coaching, training, and performance. More…
Analytics
Use Enghouse Analytics as a call center quality-monitoring program to continually assess the performance of your underlying applications and infrastructure. More…
AI Insights
Listen, Understand and Act on what your customers are saying. Use AI to analyze 100% of customer interactions and uncover positive experiences, issues and trends. Then take action to optimize processes, services, and solutions based on real customer inputs. More…
Survey Management
Reach out to customers to request their active and mindful feedback using Enghouse’s efficient and effective industry-leading survey capabilities. Conduct automatic post-interaction sampling or proactive campaigning that allows you to gather comprehensive data to inform CX and organizational improvements. More…
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