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Improving contact center performance and efficiency requires the business to optimize its people, processes, and technology while reducing costs in the contact center. To meet these goals, contact center and IT managers must work together to eliminate complex processes and consolidate multiple and disparate systems into a single, unified solution.
Autonomy etalk delivers an integrated workforce optimization suite that enables contact center supervisors to measure, improve, and track performance and manage all contact center data through a centralized system. This solution allows users to monitor a wide range of metrics, such as customer satisfaction levels, handle times, and effective scheduling, all from a single interface, and deploy performance assessments and effective training directly to an agent’s desktop.
This full suite of contact center tools works together in a seamless flow to improve efficiency and enhance the quality of service being delivered. The Qfiniti suite includes a full range of components, including quality monitoring, agent performance evaluations, workforce management, training, surveys, and interaction analysis technology, to provide the industry’s most comprehensive suite for contact center management and optimization.
Qfiniti’s Workforce Optimization suite includes:
- Interaction Analysis
- Performance Management
- Agent Performance Evaluations
- Agent Training and Coaching
- Post Call Customer Surveys
- Workforce Management
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Autonomy Group Customers
