Contact Centre Supervisors spend a considerable amount of time rating agent performance. On average, they listen to just 5% of call recordings of agent interactions with customers. Accuracy and fairness are almost impossible to achieve – and this is the largest contributor to agent dissatisfaction and turnover today. SmartQuality can help!
SmartQuality is Enghouse Interactive’s smart agent evaluation tool. Using Artificial Intelligence (AI) and Natural Language Processing (NLP) technology, SmartQuality enables comprehensive, non-biased evaluation of up to 100% of agent interactions across all channels – voice, email, and SMS.
Enables evaluation of up to 100% of interactions
Automatically identifies interactions that fall above as well as below KPIs
Uses advanced analytics to detect multiple themes and risks that you care about
Delivers impartial, objective and consistent interaction reviews with AI
Transform your contact centre quality assurance by analysing up to 100% of agent interactions spend a considerable amount of time rating agent performance. Use AI and NLP to enable unbiased evaluation of voice, email and SMS.
Quality assurance (QA) has been around for a long time, but it remains at the forefront of the battle to improve contact centre performance and customer experience. There are many experienced quality managers and supervisors working in contact centres today, and most of these operations have thousands if not millions of interactions stored. However, the contact centre industry as a whole is missing out on huge opportunities to improve performance and gain insight, as the vast majority of these stored customer interactions are never used.
To counteract this problem, companies are increasingly using AI-enabled agent quality assessment to transcribe and analyse all interaction recordings, consistently and objectively.
Download this whitepaper to learn more about what other organisations are thinking. See how you can benefit from AI-enabled agent quality assessment in your contact centre.
Product Director Enghouse Interactive
Managing Director Enghouse Interactive APAC
Chief Technology Officer
Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services and video solutions, serving thousands of customers for over 35 years. EI solutions enable customers to deliver winning customer experiences by transforming the contact centre from a cost centre into a powerful growth engine.
Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to our reputation for consistently honouring our commitments to our customers, staff, partners and investors. Choice is reflected in the unparalleled breadth of our Customer Experience (CX) portfolio, which enables customers to choose from a wide array of solutions, whether deployed on premises, in the cloud or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require.
Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that our customers can be reached efficiently and effectively by YOUR customers – anytime, anywhere, and via any channel.