Quality Monitoring Solution
We offer Impact 360™ Quality Monitoring, proven, easy-to-use software and services that combine call recording functionality with performance management and actionable learning capabilities. With Impact 360 Quality Monitoring, you can reliably capture, evaluate, and learn from customer interactions in traditional TDM, IP, and mixed telephony environments and across multiple sites. Also you can apply that valuable customer data strategically to maximize revenue, control costs, and increase customer satisfaction.
Impact 360 Quality Monitoring is part of the Impact 360 Workforce
Optimization solution from SVT - Sun Valley Tech Solutions. Impact 360
unifies performance management, workforce management, full-time
recording, quality monitoring, and eLearning under one platform that
provides a single user interface and centralized system administration
and reporting — along with new software for customer feedback. With
Impact 360, your contact center and back-office operations — including
branch banks in the financial services market — can capture, share, and
act on information from across the enterprise. As a result, you can make
better decisions faster — and benefit from a single, coordinated source
of support, service, and maintenance with a lower total cost of
ownership.
• Implement a browser-based solution that combines quality monitoring
functionality with performance
management, actionable learning, and enterprise reporting capabilities.
• Leverage high-volume and business-driven recording across TDM, IP, and
mixed telephony environments,
managing them easily from a single user interface.
• Protect enterprise investments with the ability to migrate your
recording infrastructure from traditional
TDM to IP.
• Share contacts containing valuable customer intelligence and
competitive insight across the enterprise.
• Respond rapidly to opportunities through real-time notification.
• Track and analyze actual performance with pre-defined key performance
indicators (KPIs) displayed in
role-appropriate scorecards.
• Drive best practices by turning customer interaction recordings into
eLearning content and training.
• Save time and increase productivity by automatically assigning and
delivering learning to employees’ desktops
to address skill gaps, communicate policy updates and changes, and
supplement classroom training.
• Consolidate data from multiple sites, channels, and systems —
including Impact 360 Customer Feedback —
into reports and scorecards for simplified decision-making across the
enterprise.
• Integrate with Impact 360 Workforce Management, as well as other
workforce management solutions
on the market.
We offer Impact 360™ Workforce Management, proven, easy-to-use Impact 360 unifies performance management, workforce management,
full-time recording, quality monitoring, and eLearning under one
platform that provides a single user interface and centralized system
administration and reporting — along with new software for customer
feedback. With Impact 360, your contact center and back-office
operations — including branch banks in the financial services market —
can capture, share, and act on information from across the enterprise.
As a result, you can make better decisions faster — and benefit from a
single, coordinated source of support, service, and maintenance with a
lower total cost of ownership. Implement a solution that combines workforce management functionality
with performance management,
software and services that simplify the complex task of forecasting and
scheduling while providing insightful performance management and
actionable learning capabilities. With Impact 360 Workforce Management,
you can reduce costs by staffing appropriately to meet your workload,
drive business growth, and improve employee effectiveness and retention.
Impact 360 Workforce Management is part of the Impact 360 Workforce
Optimization solution.
actionable learning, and enterprise reporting capabilities.
• Increase daily and long-term forecasting accuracy by factoring in a
variety of methods and historical patterns.
• Create optimal schedules to meet service levels consistently across
in-house and outsourced centers,
while reducing costs and reflecting each employee’s unique
proficiencies, quality scores, and preferences.
• Monitor staff adherence to schedule for phone and desktop activities
on the same screen.
• Track intra-day trends and other key metrics in real time.
• Drill directly to recorded customer interactions from adherence
screens to gain detailed insight and more
effectively coach staff.
• Schedule and manage traditional and virtual contact center sites
across different media and time zones.
• Track and analyze actual performance with predefined key performance
indicators (KPIs) displayed in
role-appropriate scorecards.
• Save time and increase productivity by automatically assigning and
delivering best-practice learning to
employees’ desktops to address skill gaps, communicate policy updates
and changes, and supplement
classroom training.
• Consolidate data from multiple sites, channels, and systems —
including Impact 360 Customer Feedback —
into reports and scorecards for simplified decision-making across the
enterprise.
• Integrate with Impact 360 Quality Monitoring, as well as other quality
monitoring solutions on the market.