Supervisors and quality assurance managers can monitor performance of their entire workforce or track individual agents to assess strengths, weaknesses, and areas in need of improvement.
Define your own
The platform doesn't try to tell you how to run your business. Instead, it allows you to design your own Quality Assurance and performance metrics and lets you accurately measure your employees with the key performance metrics indicators (KPIs) that matter to your business.
Create a custom agent
The analytics solutions include an intuitive Visual Scorecard Creator that allows managers to easily create custom decision trees that accurately score and monitor agent performance based upon consistent standards for your enterprise.
Voice analytics data and agent scorecard data can both be exported to external systems and merged with other enterprise analytics packages and dashboards, such as Microsoft's Power BI to provide consolidated quality assurance and performance reporting.
Call Recording & Reports
With integration with 3CX and Teams, the software can automatically record all calls, so you never have to worry about missing important conversations. You can also set up customisable reports, so you can track the performance of your team and identify areas for improvement.
One of the key features of the call recording software is the ability to easily look up past calls and you can quickly and easily search for past calls using a variety of criteria, including the date and time of the call, the phone number of the caller, and the name of the agent who handled the call.
This allows you to quickly find the information you need, so you can provide better customer service and resolve any issues that may arise. This can be useful in a number of situations, such as when a customer has a question about a previous conversation, or if you need to review a call for quality assurance purposes.
PCI compliance standards safeguard the personal data that customers share over the phone during financial transactions.
The PCI redaction permanently deletes the customers personal data from all call recordings, defending it from any exposure or theft.
AI Voice Analytics
Ai intelligence can interpret speech, as well as the sentiment behind it.
Ai-driven voice analytics provide a significant advantage in delivering the essential regulatory compliance that is at the heart of the CallCabinet offering.