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Aspect Quality Management

Name: Aspect Quality Management
Rating: 4.5 (2 reviews)

By Aspect Software

1509 Interested

Highlights : About Aspect Quality Management

Integrate performance management tools

View variance among evaluations at form and question level

Playback interactions from the variance page

Automatically categorize calls

Assess hold time and average call handling time

Responsive web design supports all major browsers

About Aspect Quality Management

Aspect Quality Management software enables contact center managers to monitor and measure the performance of individual agents through key performance indicators (KPIs), identify customer experience issues, and track overall business performance. Users can evaluate customer interactions from the perspective of a supervisor, agent, and customer, sample calls using built-in speech analytics, and perform ad hoc searches using keywords and phrases. Aspect Quality Management provides call centers with call recording capabilities for monitoring agent audio and screen interactions in real time. The system calibrates agent quality scores for consistency and fairness, and automates the quality process with advanced analytics. Users can also integrate performance management tools for full coaching workflows and balanced scorecards. Users are able to playback all recorded interactions via the variance page, and view variance across evaluations at both form and question level. Calibration results can also be exported to Excel for deeper analysis. Contact center managers can automate the entire quality process with Aspect Quality Management’s built-in speech analytics technology which enables users to sample 100% of calls, and automatically categorizes all calls to help users keep tabs on what is happening across the business. Users are able to create objective baselines for calibration, as well as perform ad hoc searches on interactions by entering keywords or phrases. All recorded interactions can be listened to directly within the Aspect Quality Management evaluation interface.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Recording bookmarking

Scheduled recording

Archiving

Screen activity recording

Event triggered recording

Quality evaluation

Automated analytics

Integrate performance management tools

Coaching workflows

QA calibration

View variance among evaluations at form and question level

Playback interactions from the variance page

Create multiple calibration events

Email notifications

Automatically categorize calls

Speech analytics technology

Create an objective baseline for calibration

Enable ad hoc search on interactions

Listen to recorded interactions

Responsive web design supports all major browsers

Key performance indicators (KPIs)

Dashboards

Assess hold time and average call handling time

Custom reporting on specific business goals

Benefits

Aspect Quality Management's highly simplified, web-based graphical user interface supports all major browsers.

Built-in speech analytics allow users to sample 100% of calls and automatically categorizes them to help users stay on top of what is happening within business.

Listen to recorded interactions directly from within Aspect Quality Management's evaluations interface.

Monitor each individual agents’ audio and screen interactions in real time and calibrate quality scores for consistency and perceived fairness.

Track the contact center's overall performance including success of first-call resolution, post-call measures of customer satisfaction, and more.

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