Often, the only contact a customer has with a company is by dialing in to a call center and speaking with an agent. Because call centers serve such critical, front-line functions in the customer relationship process, it is imperative that agents deliver to clients the attention and respect they expect.
One company that working hard to make sure customer interactions are of top-notch quality is Co-nexus, which provides a recording and quality monitoring solution, Customer eXperience Management (CXM), designed for small to mid-sized call centers. CXM is a flexible, scalable solution that uses industry-standard hardware and software to bridge the gap between low-cost, featureless call loggers and high-end, cost-prohibitive quality monitoring applications.
Further enhancing the value of Co-nexus’ quality monitoring solution is the company’s status as a Gold-level member in Avaya’s (News - Alert) DeveloperConnection program. CXM works with Avaya Communications Manager (call processing software). Together, CXM and Communications Manager provide an open, scalable and highly-reliable telephony and quality monitoring solution for call centers.
Avaya’s Communications Manager contributes to the solution a centralized way to control calls, via a resilient, distributed network of media gateways and range of analog, digital and IP-based communication devices.
CXM brings to the table the following modules, designed to meet all the recording and quality monitoring needs of small to mid-sized call centers:
- Call Recording – captures all calls, both predetermined and on-demand
- PC Recording – records PC activity and indexes it for easy retrieval
- Agent Performance Evaluation – lets call center supervisors analyst agent performance
- Agent Coaching – helps supervisors create training material delivered to agents as videos, tests, example calls and bulletins
- Customer Satisfaction Surveys – collects customer satisfaction data via a series of prerecorded questions
Although CXM, coupled with Avaya’s Communications Manager, is typically used by call centers to aid in quality monitoring and agent training, the solution has other applications as well, including:
- Customer dispute resolution
- Compliance
- Order verification
- Payment verification
- Minimization of liability
Further, although CXM was designed with small to mid-sized call centers in mind, it is comparable to applications used in much larger call centers. CXM has been deployed in a variety of vertical markets, including healthcare, finance and government.
To learn more about Co-nexus, its relationship with Avaya, and its CXM solution, please visit the company’s TMCnet.com channel, Quality Monitoring.
Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page. Also check out her Wireless Mobility blog.
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