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etalk has been doing quality monitoring successfully since long before most of the industry even knew what the concept meant. Since then, the company has stayed on top of evolving contact center needs, and has been quick to offer a top-notch solution even before companies are aware of their changing needs.

etalk
4040 W. Royal Lane
Irving, TX, 75063

http://www.etalk.com


Product Name: Qfiniti Enterprise

Qfiniti Enterprise is a unified call recording, agent evaluation and advanced speech analytics solution for the contact center market. The solution was created to deliver a scalable and centrally managed enterprise platform that allows international, multisite customer service operations to effectively monitor, measure, improve and understand relevant customer interactions. Qfiniti Enterprise has new features and functionality, including a fully integrated recording, evaluation and speech analytics offering for quality monitoring, logging and VoIP-based call acquisition that does not use third-party analytics technology. In addition, the new interface provides operational and visual improvement and supports language localization, which is expected to open up more international opportunities.

Beyond traditional call recording, today's contact centers involve a sea of information that must be captured, processed and distributed on a daily basis. Effective use of this information enables companies to remain competitive in an increasingly aggressive and customer-centric marketplace. An overwhelming percentage of the information that circulates in a contact center — audio recordings, documents, Web pages and e-mails — is unstructured in that it resides outside of a normal structured database and cannot be managed efficiently. This unstructured information contains valuable information, yet historically has been difficult to organize, categorize and access.


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