Impact 360 Quality Monitoring

Impact 360 Quality Monitoring is the powerful solution for monitoring of quality in contact centers

The Impact 360 Quality Monitoring application is a part of Impact 360 Workforce Optimisation, provides a broad spectrum of the functions capable to assist the centers of calls and multimedia contact centers in quality improvement of work of their representatives and degree of customer satisfaction, including:

• Record of contacts
• Automatic transfer of calls on assessment
• The intellectual individualized forms for assessment
• Work quality management
• The unified assessment and reproduction of work area of record
• Synchronization of a sound and image
• E-learning of eLearning
• Complex reporting

Impact 360 Express Quality Monitoring is the solution for contact centers of the small and average size Monitoring quality/record — Impact 360 Express contains tools for monitoring, assessment, training and a training for the purpose of quality improvement of customer interaction.

Impact 360 Express Quality Monitoring allows:

• Increase service quality, using records of interactions for identification of trends, potential problems in the field of quality of work and procedures and the permission anticipating them.
• Using the written data effectively to manage disputable situations with clients, but not just to settle them.
• It is more effective to resolve issues of observance of obligations and responsibility.

In the Impact 360 Quality Monitoring system the broad spectrum of functionality is implemented:

• Record speech/search and reproduction
• Image capture of the screen
• Assessment of data
• Control in real time
• Smart Inbox function
• Creation of content
• Training management
• Estimated tables
• Management of data encryption
• Speech analysis
• Data analysis
• Feedback research with clients