Harmony 4.0 is cloud-ready for hosted contact centers. With advances in mobility, real-time speech analytics and desktop analytics, Harmony 4.0 aims to help improve productivity and quality.
In addition, smartphone users, with the help of a downloadable application available on Android and Apple (News - Alert) iOS devices, will also be able to take advantage of Harmony 4.0 via their mobile device.
Officials said that the application allows users to participate in live silent monitoring of phone calls and provides access to a real-time dashboard with call and agent related metrics.
Moreover, the latest version boasts of a new Harmony Xpress product, which is designed to reduce the overall cost of ownership for customers with up to 100 seats by providing a version of Harmony that has an embedded SQL database, available free of charge.
In a press release, Subhash Kothuru, vice president of sales and marketing, KnoahSoft said, "Harmony 4.0 further solidifies KnoahSoft's market-leading position with regard to best total cost of ownership in the workforce optimization space with the inclusion of Harmony Xpress. We can now provide small and mid-sized enterprises with a lower cost option for accessing all of the capabilities and functionality they need to deliver the best customer experience. Then we can seamlessly transition Harmony Xpress users to the full version of our software if and when they require, making it easy for them to grow with us into the future."
Leveraging the real-time speech analytics, Harmony 4.0 can assess in-progress calls and send instantaneous notifications to designated Harmony workstations, mailboxes and mobile phones. It also automatically detects the start and end of chat, email and back office transactions, starting the appropriate KnoahSoft API for agent desktop screen captures.
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