Agent Recording and Monitoring - Contact Center Customer Service Monitoring
Most customer interactions take place through contact centers, and the experience can be a defining moment for both the customer and the company. By one estimate, some 90% of contact centers employ some form of call center monitoring and recording software, or service company, to ensure quality contact center workforce performance and customer relationship management.
Technology that enables a business to monitor, record and evaluate customer interactions is the cornerstone of an effective customer service program. Recognizing that quality doesn’t begin and end with call monitoring and recording, some of today’s solutions also incorporate other tools to help optimize contact center workforce performance throughout the entire agent “lifecycle” – from agent pre-screening/recruiting tools to fully-integrated Learning Management Systems (LMS).
For further information, click on the vendors below.
Calabrio develops Calabrio ONE®, a comprehensive and powerful suite of contact center workforce optimization software including call recording, quality assurance, workforce management, speech and desktop analytics and performance-based dashboards and reporting. Calabrio ONE is intuitive and flexible - providing products with an easily personalized architecture that allows contact centers the freedom to integrate applications and scale these solutions to fit their needs. Calabrio strives to put the power of harnessed data to work, kicking complexity to the curb while bring the most important data quickly to the helm where it becomes simply actionable.
CallFinder® is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.
CallMiner is the leading cloud-based conversational
analytics solution for improving agent performance across all contact channels
(voice, social, email, chat), by automating Performance Management. Unlike
complex analytics that require a sophisticated fulltime analyst, CallMiner
Eureka pushes actionable insights directly to the people who need and can act
on the data, from the VP who manages contact centers and/or BPOs, the
Supervisor who manages a team of agents, and to Agents themselves. CallMiner
has solutions tailored for improving sales effectiveness, driving positive
customer experience, and for monitoring compliance.
Five9 is a pioneer and leading provider of cloud contact center software, bringing the power of the cloud to
thousands of customers worldwide. Five9 helps businesses take advantage of
secure, reliable, scalable cloud contact center software to create exceptional
customer experiences, increase agent productivity and deliver tangible business
results. For more information visit www.five9.com.
Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel customer experiences, journeys and relationships. Trusted by over 4,700 customers in 120 countries, Genesys orchestrates over 25 billion contact center interactions per year in the cloud and on premises.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
OpenText WFO Software has a 32-year history of innovation, holds 24 contact center technology patents, and provides enterprise contact center customers around the world with call recording, integrated workforce optimization and advanced analytics. Our workforce optimization solution, OpenText™ Qfiniti, is a modular suite that includes tools designed to optimize workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, and surveying. OpenText™ Explore is our speech and Voice of Customer analytics product that enables the enterprise to gain customer behavior insights in multi-channel, multi-language contact center environments.
Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.
Verint® Enterprise Intelligence Solutions™ is the leader in
enterprise workforce optimization software and services. Its solutions
are designed to help organizations of all sizes capture customer
intelligence, uncover business trends, discover the root cause of
employee and customer behavior, and optimize the customer experience.
From contact centers to remote office, branch and back-office
operations, its award-winning, next-generation Impact 360® Workforce
Optimization™ suite is the industry’s most unified solution
set—featuring quality monitoring and recording, workforce management,
customer interaction analytics (speech analytics, data analytics, text
analytics and customer feedback surveys), desktop and process analytics,
performance management, eLearning and coaching. Impact 360 helps
improve the entire customer service delivery network, powering the right
decisions to help ensure service excellence and transform organizations
into customer-centric enterprises.
ZOOM International, a global technology
company, gives contact centers the tools they need to make better
customer connections, address compliance and service challenges while
ensuring excellent customer experiences that enhance their competitive