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March 31, 2011

KnoahSoft's Harmony Suite Features 'Evaluate' and 'Analyze' Functionality

By David Sims, TMCnet Contributing Editor


KnoahSoft (News - Alert) has introduced their Harmony Suite, Contact Center Edition, billed by company officials as a modular, Web-based tool for IP-based contact centers, “built for VoIP from the ground up.”

It does all the basic things you’d expect a good product to do, supporting call recording, quality and performance management needs and initiatives, but company officials are marketing it as a way to help “build a collaborative work environment by giving all contact center constituencies – executives, managers, supervisors, QA specialists, coaches and agents – the information they need to do their jobs.”

For instance, it has tools to give a total view of the contact center, with the “Evaluate” and “Analyze” modules, giving customers “not only a workflow-enabled quality assurance evaluation environment, but tools to create customizable, role-based scorecards and dashboards to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact center,” as company officials put it.

The “Evaluate,” basically the quality management module, has multi-channel recording and archiving capabilities to let users evaluate voice and support transactions, such as chat and email. It has a conversation graph to flag problematic calls -- elevated lines in the graph may indicate elevated voices, among other indicators.

The “Analyze” module is the performance management functionality, letting users create customizable, role-based scorecards and dashboards to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact center. Here’s where you customize key performance indicators, metrics, goals and alerts.

And of course reporting -- “better information leads to better results,” company officials say. The offering’s reporting tools let users analyze the data of their operation (quality and usage) and access archival capabilities -- “access to past recordings should you need it for quality or legal reasons,” company officials say, adding that the exporting tools “make it easy to format and disseminate the information to the people that need it.”


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



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