DATA SHEET Aspect Quality Management offers essential call logging fulltime recording speech and text analytics quality monitoring and agent coaching capabilities that help improve the quality of you

DATA SHEET Aspect Quality Management offers essential call logging fulltime recording speech and text analytics quality monitoring and agent coaching capabilities that help improve the quality of you - Description

These features help small medium and large enterprises enhance customer satisfaction improve agent effectiveness and comply with increasing legal requirements and security concerns Effective customer engagement requires a strong emphasis on agent qu ID: 36627 Download Pdf

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DATA SHEET Aspect Quality Management offers essential call logging fulltime recording speech and text analytics quality monitoring and agent coaching capabilities that help improve the quality of you

These features help small medium and large enterprises enhance customer satisfaction improve agent effectiveness and comply with increasing legal requirements and security concerns Effective customer engagement requires a strong emphasis on agent qu

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DATA SHEET Aspect Quality Management offers essential call logging fulltime recording speech and text analytics quality monitoring and agent coaching capabilities that help improve the quality of you




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Presentation on theme: "DATA SHEET Aspect Quality Management offers essential call logging fulltime recording speech and text analytics quality monitoring and agent coaching capabilities that help improve the quality of you"— Presentation transcript:


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DATA SHEET Aspect Quality Management offers essential call logging (full-time recording), speech and text analytics, quality monitoring and agent coaching capabilities that help improve the quality of your customer interactions. These features help small, medium and large enterprises enhance customer satisfaction, improve agent effectiveness and comply with increasing legal requirements and security concerns. Effective customer engagement requires a strong emphasis on agent quality control. Integrated recording and quality management capabilities help you identify and record

the most appropriate interactions, evaluate agent performance and capture real-time customer feedback to provide insight on both business issues and contact quality. Aspect Quality Management Key Components t Workforce Optimization User Interface Aspect Quality Management integrates seamlessly with the other recent versions of the Workforce Optimization suite of products including Aspect Workforce Management and Aspect Analyze. Agents are provided with a single graphical user interface for all components of Aspect Workforce Optimization, which sports a modern, uniform, look and feel similar

to the interfaces being used by Apple iOS, Google Android and Microsoft Windows 8. This responsive web design supports all popular browsers including Internet Explorer, Safari, Firefox and Chrome and adapts to multiple display devices including PCs, laptops, tablets and smartphones of varying sizes. The WFO interface gets people engaged with tools they enjoy, making the entire system easier to learn and use and providing exciting new quality management options for Aspect Workforce Management users. With this new user-centric design, Aspect has been able to remove any technology barrier between

the agent and the complexities of quality management, so agents can stay focused on their goals. With easy-to-use graphical icons, widgets, dashboards and screen layouts, agents are provided with a much simpler and cleaner way to see recent interactions as well as the full history. Intuitive dashboards keep agents on track with a quick glance at the screen. In essence, users can accomplish their tasks with fewer clicks and in less time than has ever been possible before. Key Differentiators for Aspect Comprehensive View of Agent Quality Surface potential quality issues early and from all

perspectives including supervisor, customer, agent and automated analytics Modern, Graphical User Interface Improve productivity and morale using a highly simplied, web- based, graphical user interface with the same look and feel as other Aspect Workforce Optimization components Best-in-Class Speech and Desktop Analytics Proactively solve problems by extracting valuable insights post call and providing real-time coaching to agents and real-time alerts to supervisors Integrated Performance and Quality Management Achieve new levels of performance improvement with multiple sources of

performance data, balanced scorecards and full coaching workows PCI and HIPAA Compliance-Ready Guarantee regulatory compliance with pause/resume and built- in 256-bit encryption Compatible with Leading Technologies Keep installations simple with a solution that is fully compatible with Avaya, Cisco and Aspect Unied IP Rapid Improvement Coaching Process Minimize coaching time and maximize effectiveness by quickly turning a voice recording into a coaching module Consistent Scoring Across Contact Center Ensure consistency and perceived fairness of quality scores with easy-to-use

scoring calibration
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DATA SHEET t Agent Coaching and Evaluation Aspect Quality Management includes robust recording, monitoring and evaluation tools that give you insight into the complete customer experience and help improve agent quality and performance. Both voice and data portions of your customer interactions can be recorded based on exible business-driven recording rules you dene. IVR sessions used for self-service applications can also be recorded and linked to the subsequent agent interaction for complete cradle-to-grave quality tracking. In addition,

live monitoring of agents’ audio and scr een interactions can be conducted by supervisors to facilitate real-time assistance, enhance coaching and improve efciency. To ensure that all coaches are providing uniform measures for call scoring, the Aspect Quality Management calibration interface includes workow capability that automatically schedules all coaches to score certain pre-qualied calls, transfers the scoring request to their work queues, and gives them a specic time-frame in which to do the calibration scoring. This best-in-class calibration system

ensures that agents are getting the fairest and most understandable scores, so that they can improve their call handling technique and know that quality scores are fair. Using the modern and intuitive interface, Agents can view evaluation forms, recorded calls and screens, as well as engage with interactive coaching modules with markers at points in the recording where the coach noted that the call could be improved. Recordings can be downloaded in standard Windows and Apple media formats, and top scoring examples can be distributed to agents for review using virtually any common computing

device from PCs to smartphones. These features help your agents observe how to deliver a great customer experience and enable them to apply new skills immediately. t Performance from a Quality Perspective By integrating Aspect Quality Management with Aspect performance management solutions, contact center supervisors can view quality in the context of other types of agent performance, giving them a powerful tool to identify the best and worst performers. After performing the scoring process in Aspect Quality Management, the results can be easily agged for transfer to the performance

management solution, which uses various sources of performance such as WFM, CRM and Sales, to display a balanced scorecard. Based upon pre-determined thresholds, the performance management solution can initiate a full coaching workow with a clear link back to the exact point in the conversation that generated the coaching in the rst place. This integrated view of quality and performance is one of the most effective means available for ensuring that agents reach new levels of performance improvement. With integrated performance and quality systems, supervisors can also measure

the effectiveness of particular coaching actions to determine which to use in the future. t Agent, Supervisor and Customer Feedback There are two people at the heart of every customer interaction, the customer and the agent. Directly engaging both in the quality process can help you to identify broken processes before they become critical business issues. Your agents can participate in the quality process by agging interactions to be recorded and reviewed by their supervisor. Agents can also be given the opportunity for self-evaluation by initiating coaching sessions where both the

agent and supervisor can evaluate the same interaction and compare their scores online with the system’s calibration interface. You can also involve your customers in the quality process using the software’s integrated customer surveys to obtain feedback on their interactions. Feedback from these surveys can be attached directly to the interaction on which it was based, so that specic performance improvements can be quickly addressed. t Advanced Speech and Text Analytics Aspect Quality Management is tightly integrated with all Aspect speech and text analytics products, which allow you

to quickly and automatically identify agent quality problems, nd root causes and ultimately alter processes and behavior to alleviate the problem. For example, Aspect Analytics for Speech and Text can target rst call resolution by identifying repeat callers and determine why they are calling multiple times, in fact, it can automatically categorize the reasons for calls across thousands of customers. Our speech analytics capability can also quickly zero in on unusual call dynamics such as silence areas and long hold periods to determine the underlying issue. Aspect Analytics for

Speech and Text is vendor-independent meaning it supports all major call recording solutions, which will keep your investment safe as your environment changes over time. Aspect Quality Management is also fully compatible with Aspect Mentor, which allows speech analytics to be applied in real-time to agent conversations to provide insightful guidance and correction to agents via screen pops without supervisor intervention. It can also be used to alert supervisors in real-time regarding calls that they should monitor or assist with. t Flexible and Secure Recording Aspect Quality Management can

play a vital role in your overall strategy to ensure regulatory compliance, such as PCI and HIPAA. The solution’s recording cache capabilities enable you to record all of your customer interactions as a precaution, with the exibility to apply business rules to archive only those interactions relevant to compliance requirements, resulting in lower storage costs. Aspect’s Secure Agent prevents the recording of personal data by automatically pausing and resuming recording without agent intervention based on desktop events or real-time speech analytics triggers. Each interaction is

captured using a standards-based recording format in a secure environment and can be easily assessed using time and date stamps along with other metadata like customer account number or agent ID. And with the solution’s speech and text analytics capabilities, interactions that are out of compliance can be automatically identied, so you can focus on xing real problems that may have been overlooked. Robust security and built-in encryption features are also included to help ensure sensitive customer data is securely handled. All audio and screen data is encrypted using 256-bit

built-in encryption for secure transmission over the network as well as secure le storage and playback.
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 2014 Aspect Software, Inc. All Rights Reserved. 3409US-G 2/14 About Aspect Aspect is the only software company with a fully-integrated interaction and workforce optimization platform for enterprise contact centers globally that need to protably (and seamlessly) orchestrate people, processes and touch points in an era when the contact center is the new center of the customer experience. For more information, visit www.aspect.com Asia Pacic &

Middle East Headquarters 8 Cross Street # 25-01/02 PWC Building Singapore 048424 +(65) 6590 0388 ofce +(65) 6324 1003 fax Europe & Africa Headquarters 2 The Square, Stockley Park Uxbridge Middlesex UB11 1AD +(44) 20 8589 1000 ofce +(44) 20 8589 1001 fax Corporate Headquarters West 2325 E. Camelback Road, Suite 700 Phoenix, AZ 85016 +(1) 602 282 1500 ofce +(1) 602 956 2294 fax Corporate Headquarters East 300 Apollo Drive Chelmsford, MA 01824 +(1) 978 250 7900 ofce +(1) 978 244 7410 fax DATA SHEET Key Features t Robust and exible voice, screen and IVR

recording, quality scoring, speech and text analytics and customer surveys t Comprehensive view of agent quality as evaluated by supervisor, agent, customer and automated analytics t Modern, intuitive, browser-based user interface removes technology barrier and dramatically shortens learning curve t High performance speech and desktop analytics provides valuable insights t Real-time speech analytics and screen pop guidance help improve agent performance and quality t Combines quality data with other performance data for a comprehensive agent balanced scorecard t Initiates automated

coaching workows based on quality scoring t Enables PCI and HIPAA compliant recordings t Flexible business-driven recording rules t Seamless integration with leading contact center solutions including Avaya, Cisco and others t Tight integration with Aspect Unied IP for the most robust full- time recording requiring no special VoIP or trunk tapping hardware Aspect Quality Management lets agents review best- in class recording examples with training feedback marking the exact moment of the learning opportunity t Seamless Integration with Leading Contact Center Providers

Because quality management is central to improving your customer interactions, Aspect Quality Management seamlessly integrates and shares data with other key contact center technologies in a variety of ways. It supports other workforce optimization capabilities so you can enjoy a single view of all calls, whether inbound or outbound. Aspect Quality Management is tightly integrated with Aspect Unied IP for customers who want to add full featured recording without adding new hardware. Aspect Quality Management is also fully compatible with all leading suppliers of PBXs and ACDs,

including Avaya, Cisco and others to reduce integration costs and provide a greater return on your investment. t Easily turn voice recordings into coaching modules t Integrated customer survey tools tied to interaction history and recording t Easy-to-use scoring calibration system t Easy-to-create evaluation forms t Agent self-evaluation and feedback tools with online coaching