Upgrade your traditional QA processes by automatically identifying the right calls to audit
As compliance requirements and customer demands grow, so does the need for streamlining and modernizing the quality assurance process. Quality groups spend too much time searching for and assigning calls. Mattersight® Quality Monitoring provides an “easy button” for quality teams struggling with increasingly complex business requirements and expanding workloads.
Our solution gives customers a web-based platform that offers customizable forms and an intuitive interface for call and desktop video playback. Auditors can augment their existing forms and workflows with an Assignment Engine that intelligently selects the best calls to audit by looking across employee needs and organizational priorities.
With Mattersight Quality Monitoring, our customers have been able to:
- Limit capital expenditures typically required to support call recording
- Identify hundreds of new data attributes on every interaction
- Improve operational efficiency across multiple departments
a variety of telephony environments including VoIP, TDM, SIP, and hybrid environments
easy-to-use forms with multiple questions, sections, validation, and weighting to support a wide variety of evaluation models and metrics
calls in hi-fidelity stereo to enable advanced analytics
calls in an easily-accessible web-based portal to filter, drill down, and locate interactions for training