KnoahSoft’s (News - Alert) Harmony 3.0 isbilled by company officials as a product to provide formal and informal IP-based contact centers with a modular web-based product “built for VoIP from the ground up.”
It’s described by company officials as giving all contact center constituencies – “executives, managers, supervisors, QA specialists, coaches and agents – the information they need to do their jobs.” Users can review calls, emails and chat sessions in a PCI (News - Alert)- compliant, services-oriented, open reporting framework, and the advanced reporting and real-time dashboards “reduce operating expenses and liability risks and improve contact center staff effectiveness and satisfaction.”
The product is engineered to provide all the important data collected via recording, surveying and speech analytics to help improve agent performance and quality: “Supervisors have a collaborative environment to support agents, through the Harmony 3.0 messaging, monitoring, e-learning and coaching modules.”
Some modules:
Recorder. Harmony “resolves call recording challenges with robust tools that are scalable, flexible and affordable,” company officials say, with a call recording architecture that can support up to 250 simultaneous conversations on a single server, and as many as 500 simultaneous conversations in delayed mode.”
Reports. Since better information leads to better results. Harmony reporting tools are designed to let users analyze operational data (quality and usage) and have access to past recordings if they are needed for quality or legal reasons. The exporting tools make it easy to format and disseminate the information to those who need it.
Monitor. Harmony provides real-time remote silent monitoring with screen capture that gives authorized users permission to watch and listen to agent calls as they happen in real-time from anywhere in the world using a web browser. This gives you the ability to stay involved and in control with agent-customer interactions.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco