Assuring quality customer interactions is a priority for any company that expects to thrive and grow. In-house QA teams, third-party QA consultants, and closed, internal systems for monitoring contact center quality are soon to be relics of the past as QA, along with other customer service systems and platforms, moves rapidly to the cloud.
Playvox is quickly becoming a major player in the cloud-based QA technology game, and for good reason. Contact center agents and managers can receive valuable insights as to the quality of customer interactions from every channel, the result being a QA system that is affordable, scalable, collaborative, and ongoing.
The beauty of cloud-based technology is that it allows various apps and platforms to integrate seamlessly, allowing companies to custom-build their technology systems and solutions to meet their ever-evolving needs. The following are some of the third-party tools which Playvox has seamlessly integrated into its platform.
RingCentral is a cloud-based contact system which can operate through in-office phones as well as the smartphones and tablets of its users. Managers can easily add or remove users, locations, and devices; users can customize their settings and notifications.
The system displays at any time who is on a call and who is available, and users can quickly set up and invite others to conference via call or video.
HOW THE INTEGRATION WORKS
Integrated into Playvox, all communication that comes through RingCentral can be monitored for quality, eliminating the need for transferring contact data to a separate QA system.
Zendesk is a support ticketing system that brings customer queries and issues from multiple communication channels together into one streamlined ticketing system. Agents can prioritize customer needs, work on resolving multiple support tickets at once, and collaborate with other team members to respond to the needs of customers.
HOW THE INTEGRATION WORKS
Although Zendesk displays data such as how your company’s response time compares to the industry average, the integration can be added into PlayVox to bring a full suite of QA tools all in the same platform.
Boasting readiness right out-of-the-box, Desk.com gathers customer support needs from various channels into one streamlined support ticket system that is accessible by employees wherever they are.
Desk’s strength lies in its scalability, making it a popular choice for small (but rapidly growing) companies.
HOW THE INTEGRATION WORKS
Desk integrates easily with Playvox, bringing to agents and managers the ability to build custom QA scorecards and evaluate agent-to-customer interactions across multiple communication channels.
Salesforce has all the capability of omnichannel customer support, plus more. It can intelligently route customers to the right agent, catalogue and publish solutions to a knowledge base that everyone can access, provides the ability to screen-share directly with customers, and brings with it a host of sales and marketing tools.
HOW THE INTEGRATION WORKS
Thanks to the third-party integration, contact centers can give agents real-time feedback and visibility with personalized dashboards tracking KPI’s. Managers can coach, (re)train, and monitor agent-to-customer interactions through the Playvox platform.
Talkdesk brags “all the benefits of enterprise call center software, without all the complexity.” Simple and straightforward, Talkdesk is a call center system with which you can easily establish a phone number, add agents, configure ring groups and IVR using drop-down menus, and make and receive calls.
HOW THE INTEGRATION WORKS
Although Talkdesk itself does have call monitoring capabilities and customized reporting, integrating with Playvox brings the entire QA operation, complete with call monitoring, custom scorecards and user dashboards, coaching and training, all together. Data and workflows are automatically synchronized in real-time between Talkdesk and Playvox.
Like Talkdesk, LiveChat’s beauty lies in its simplicity. The name says it all. Live. Chat.
Customers visiting a website enabled with LiveChat service can exchange real-time messages with a customer service representative with one click or tap and a few keystrokes.
HOW THE INTEGRATION WORKS
Livechat easily integrates with Playvox, making it possible to analyze these chat interactions for quality as part of a company’s overall QA strategy.
Intercom is a contact center solution with many features that help customers receive solutions in a timely and efficient manner via omnichannel support.
Team members can see a detailed customer profile alongside email messages and collaborate (visibly or behind-the-scenes) via a team inbox. Intercom facilitates a crowdsourced help center organized by titles, keywords, and ratings, and even initiates a live chat response anytime an article is rated as unhelpful.
In-app messaging online and via a company’s mobile apps brings available agents right to customers’ fingertips, wherever they are.
HOW THE INTEGRATION WORKS
Intercom can be integrated with Playvox to gather agent-to-customer interactions in one place and monitor calls, chats, and emails for quality interaction.
If your company operates as though Customer Relationship Management (CRM) and Quality Assurance (QA) are two separate entities, it’s time to embrace the integrated approach afforded by cloud-based technologies by linking Playvox to your existing system(s).
Check out our complete list of integrations here.
Publish Date: March 29, 2017 5:00 AM
2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.
Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.
A screen does not only mean a large plas...
PH: +1 (916) 426-3790
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|3.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|4.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
PH: (+61) 406 501 368
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|13.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!
CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.
CSAT.AI provides granular details by issue (delivery delay etc) or agent score.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.
Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.
Key the activities involved:
Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
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