TMCnet News
Voice Print Unveils Innovative Business Analytics and eLearning Solutions Voice Print International (http://www.VoicePrintOnline.com/), a developer of of innovative, integrated communications solutions for digital voice, data and screen recording and quality management, today unveiled Activ! Analytics and Activ! eLearning – powerful new technologies that dramatically enhance contact center performance.The new applications extend the comprehensive capabilities of Voice Print’s Activ! Suite of contact center software, providing enterprise-level analytics and eLearning in a tightly integrated solution. Activ! Analytics collects data and presents real-time and historical performance information to agents, managers and executives within the contact center environment. Key performance indicators, quality scores, scheduling information and service level indicators can be distributed to personnel using desktop dashboards, Web based consolidated reporting, and TV monitor display systems. Activ! Analytics monitors both telephony and business metrics in real-time – providing the tools to leverage that data into actionable business intelligence. Activ! eLearning works in concert with Activ! Analytics to automatically intervene when agents are under-performing by delivering eLearning content in the form of courses, coaching tips, quizzes, training flashes, pre-shift announcements, and bulletins. The means to trigger training based on agent performance provides an unprecedented level of coaching automation. Managers can send targeted training to individual agents or groups when predetermined thresholds are reached, embed quizzes into training content, and directly address training needs at the most critical moments by rapidly deploying time-sensitive information without pulling agents into training rooms. “Our analytics and eLearning solutions are superior because they allow agents and managers to not only view real-time performance information, but to also make that information actionable – triggering an event designed to assist an agent with their performance,” explained Chris Morrissey, chief operating officer of Voice Print International. “The two primary actions that are triggered are eLearning events and messages. Activ! Analytics and Activ! eLearning are the only performance optimization solutions with a rules-processing engine integrated into their core architecture. We’re unique in offering such a dynamic approach to performance management." |