Workforce Optimization Featured Article

Sinclair Voicenet Debuts QM Plus for Contact Centers

February 19, 2014

By Shamila Janakiraman,
TMCnet Contributor

Sinclair Voicenet has launched QM Plus, a new analytics-enabled quality management solution designed to serve the needs of the contact center. The UK-based company is a provider of multimedia interaction recording, quality management, interaction analytics, customer feedback and workforce management solutions.

The new quality management solution was developed by NICE Systems (News - Alert) and is expected to enhance performance, improve the customer experience, and meet organizational business objectives.

“QM Plus allows contact centers to automate the time-consuming and inefficient manual review processes currently required to monitor all calls and identify interactions that require immediate attention,” explained Sinclair Voicenet. “It will improve contact center performance and increase the effectiveness of managers by empowering managers to focus their attention and support on agents that need it the most.”

The automatic performance management capabilities introduced by QM Plus augments the quality management process by providing automatic alerts to managers. This helps identify those calls that affect the quality of KPIs by delivering precise and actionable insights.

In addition, problems are identified in real-time by advanced speech analytics capabilities, which can easily categorize calls by content and characteristics and associate them with pre-defined business KPIs.

Further the call analysis process is simplified by segregating agent interactions from customer interactions in a mono recording environment. This provides greater insights into agent and customer talk time, including emotion detection. Utilizing categorization and root cause analysis, key words and phrases spoken by customers or agents during interactions can be identified for better problem resolution.

Finally, QM Plus’s central dashboard is designed to help contact centers optimize programs and process management, providing a real-time view into the success of agents, groups and departments. The call center can thus fall under a centrally managed complete and continuous quality process.

Edited by Blaise McNamee

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