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Automate Quality Assurance

Our powerful algorithms analyze and organize 100 percent of the conversations, allowing you to focus on those with the biggest impact.

Enhance the Agent Experience

Deliver measurable improvement to agent performance and process adherence leading to better call outcomes.

Improve Conversation Outcomes

Deliver the measurable gains to agent performance and process adherence that power your bottom line.

Call Monitoring Products

Coaching

Get a 360-degree view of contact center performance, allowing you to implement targeted and personalized coaching to increase agent engagement and boost customer satisfaction.

Drive Improvement

Easily identify the people and locations that impact you the most so that you can implement improvements to drive organizational success.

Personalize Your Coaching Strategy

Identify the key metrics and underlying drivers of contact center performance. Understand which groups, locations, supervisors and agents can generate quick wins.

Visualize Your Data

Use powerful visualizations, including heat maps, call paintings, and an intuitive interface to quickly identify improvement areas.

QA Automation

Streamline your QA process with increased efficiency by analyzing 100% of your conversations and automatically flagging for QA review.

Analyze 100 Percent of Conversations

Evaluate every customer conversation for adherence to your QA checklist through consistent measurement and scoring methodology.

Automate QA Assignments

Automatically flag and assign audit conversations to the QA team based on agent needs and organizational priorities.

Streamline the QA Process

An easy-to-use web portal allows your QA team to focus on the right conversations with the right agents at the right time.

Conversation Data

Capture customer interaction data in high definition. Build the foundation of your enterprise customer analytics engine.

Better Data

Mattersight goes beyond tone and tenor, using stereo recording, agent phone data, and best-in-class transcription to understand the complex interplay between customers and agents.

Deeper Analytics

Build the foundation for a high powered analytics engine with high-quality and organized data.

Reduced Risk

World-class data and security: ISO27001, HIPAA, PCI-DSS, SOC 2, AICPA, and Privacy Shield Framework.

Agent Desktop Capture

Add agent desktop activity and video to get a full view of the conversation. Build the foundation of your enterprise-wide customer analytics engine.

Visualize Agent Workflow

Understand the customer interaction through the eyes of the agent. View workflow execution as the call unfolds.

Monitor Workflow Compliance

From clicks to keystrokes, record how the agent interacts with desktop applications and workflow processes.

Improve Agent Performance

Detect compliance issues and coaching opportunities. Discover opportunities for workflow improvement.

Learn more about our Call Monitoring products.

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