Keeping track of your agent’s actions is essential to the constant improvement of your call center. That means you need the utility to not only record interactions with customers, but to identify weaknesses or more effectively create proper training aides. KnoahSoft’s Harmony suite is one of the many products that you can choose to obtain these goals, and with integration available for a wide array of phone systems it’s a safe bet that the Harmony platform will work for you.

Like many call recording utilities this VoIP-enabled, web-based solution allows you to review calls, emails and chat sessions in a PCI (News - Alert)-compliant, services-oriented, open reporting framework. The reporting and real-time dashboards reduce operating expenses and liability risks and improve contact center staff effectiveness and satisfaction.

Harmony's recording architecture supports enterprise and small- to medium-sized deployments with various recording settings as well. Moreover, Harmony's integration with common phone systems allows it to perform more completely with the faculties that each unique system offers.

For Avaya (News - Alert) IP Telephony customers, Harmony supports recording through API integration with Avaya's Communications Manager. This configuration scales seamlessly to support a variety of Avaya deployment configurations, and can work in both contact centers and enterprise IP Telephony environments.

Cisco integration enables full-featured support for such Cisco environments as UCC Express and Enterprise 5.x and higher, UCM 5.x and higher, CTI OS and CAD desktops and Cisco Dialer v6 Support. Harmony also provides integration with Genesys (News - Alert) phone systems interfacing with those to provide additional product support for its unique tools as well.

Harmony helps users improve customer satisfaction and increase operational awareness by providing IP-based contact centers with a low-cost, modular web-based call recording and analysis. With integration that makes the most of commonly used phone systems Harmony is a great choice for anyone embarking on an agent monitoring campaign.

Research shows that agents are likely to increase performance even just knowing that they’re being monitored. With the full integration that Harmony offers for your telecommunications environment it may be worth a look for your call center too.

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Stefanie Mosca