Assess larger samples, focus on important interactions, gain customer intelligence and target coaching to employees. Our quality management solutions enable you to leverage the power of speech analytics to evaluate large, statistically significant samples of calls. It can make quality management customer-driven by helping you balance internal policies with customer input from more interactions. The solution categorises interactions into groups by business relevance, and can eliminate human bias in the selection of interactions for evaluation. It can enable you to gather customer intelligence by focusing on interactions by category type. Using the built-in coaching module, you can deliver timely and targeted coaching to employees to help them improve their skills and behaviour for positive customer engagement.

The business need for branch recording can vary by organization, but often it is driven by regulatory compliance, quality concerns or a focus on sales effectiveness. Having an electronic record of each customer conversation can help organizations monitor and evaluate the performance of their staff to ensure they are following required regulations and policies. Our solutions help ensure that employees in distributed locations comply with regulations and policies while offering deeper insight into how effectively they handle sales opportunities and other customer interactions.