Contact Center Quality Management Tools

QM categories

Quality management records all interactions and allows searching, reviewing and grading recordings.

Screen recording and monitoring option allow recording screens during and in between interactions.

Monitoring of calls and other interactions (including coach/barge-in modes) is augmented with grading on the fly.

Quality management reports also include survey data and are offered by agents, service, and teams.

The encryption of all recordings and transcripts is controlled by a per-service option.

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