Qfiniti Observe Logging Features

Seamless Integration of Quality Monitoring, Liability and Risk Recording

With Qfiniti Observe, quality monitoring integrates seamlessly with liability and risk recording. Screen recordings can occur randomly on top of call logging, enabling the sampling of customer interactions, including a synchronized view of desktop and call activity. Qfiniti Observe’s coaching tools can dramatically improve agent performance. Integrated coaching comments and markers allow agents to focus on specific behaviors within call segments. In addition to coaching notes, voice comments and screen edits can be used to improve the quality and efficiency of agent coaching.

With the addition of Qfiniti Explore™, every recorded voice transaction, as well as every element within those recordings, is easily searchable with unprecedented accuracy and speed. Explore automates data mining processes formerly performed manually to extend customer satisfaction initiatives beyond the contact center to the entire business.