Mercom Systems, Inc.
9 Polito Ave.
9th Floor
Lyndhurst, NJ, 07071, US

http://www.mercom.com


Product Name: MIQ 2.0

Mercom’s Interaction Quality (MIQ) software is a powerful browser-based call evaluation and quality monitoring system which advances the correlation of quality and productivity metrics in the contact center. New features added to MIQ 2.0 offer enhanced performance management with improved metrics tracking, easier functionality.

The inclusion of Quality KPIs offers users improved coaching and training, as well as ROI, and the addition of a Performance Dashboard allow for quick and easy graphical displays of score trends. Enhanced calibration function and reporting provide users with a way of better comparing data in relation to goals and can determine root causes. Error analysis reporting gives users the ability to view and analyze areas of error during a call.