Agent Performance Optimization

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 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 to provide the industry’s most comprehensive suite for contact center management and optimization.

Autonomy's Qfiniti Agent Performance Optimization suite includes:

Quality Monitoring - automated interaction recording and playback that streamlines complicated monitoring and evaluation processes
Interaction Analysis - the ability to process speech and text interactions based on their conceptual meaning to extract business intelligence
Performance Management - tools for assessing, improving and tracking performance in the contact center
Agent Performance Evaluations - online evaluations that help quickly identify coaching opportunities
Agent Training and Coaching - online training tools and integrated coaching features supplement classroom and one-on-one training programs
Post Call Customer Surveys - automated customer surveys directly following a service interaction that provides direct and immediate feedback to the organization