etalk is the worlds leading provider of enterprise-class contact centre performance solutions. Headquartered in Irving, Texas, etalk pioneered the idea of quality monitoring. etalk solutions are deployed in over 1,000 contact centres in 40 nations.
In Australia and New Zealand, etalk partners with Call Design to lead its new initiative into this region, due to Call Design's acknowledged integration skills across the contact centre technology layer.
Product Overview
The etalk Performance IMPACT solutions not only offer exceptional individual functionality but can also be combined to provide all the components necessary to create a seamless performance improvement process. This process recognises that achieving better performance goes beyond the field of quality monitoring, logging and measurement alone, and must bring together many other key activities.
etalk Qfiniti - Integrated recording and agent assessments with a unique workflow management system. With Qfiniti, you have the tools to capture telephony and desktop events, evaluate and measure those activities, coach your agents, and analyse your entire quality program
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etalk Observe - Business rules voice recording (CTI) and screen capture for quality monitoring and performance management. Provides efficient, intelligent, and simplified quality monitoring. Observe's monitoring options include transaction-based monitoring of voice, screens, or both, simultaneously. Intelligent quality monitoring can be activated via CTI triggers or desktop events such as web access, applications, or keyboard activity. Playback markers simplify quality evaluations and support advanced coaching with voice and screen annotations. Observe employs an innovative presence-based feature that notifies the system when an agent is seated and performing a recordable activity, an approach that reduces management workload and conserves IT resources.
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etalk Advise - Streamlines the evaluation process and improves the precision of your measurement efforts. Streamlines the evaluation process and improves the precision of your measurement efforts. By automating many basic evaluation tasks, Advise improves evaluation accuracy and reduces the time needed to ensure optimum performance quality. Advise provides today's most advanced evaluation tools with sophisticated scoring including weighting options, target scores, automatic failures, and multiple answer types. Managers simply establish the evaluation criteria and then employ Qfiniti's tools to analyse, review, and strengthen the organisation's quality performance. With links to etalk Expert, etalk's eLearning solution, training courses can easily be sent to agents for continuous performance improvement.
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etalk Expert - Agent assessments that work with Recorder & Survey to provide a contact monitoring and customer view of individual performance. Expert is an integral part of the etalk Performance IMPACT™ suite. This powerful eLearning tool automates agent education through the targeted, intelligent delivery of online training programs. Expert provides the tools needed to build skills and knowledge to not only enhance agent performance, but improve agent retention and productivity. And that means positive Quality Management results for your customer-driven organisation.
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etalk Survey - Survey operates in conjunction with a contact center PABX/ACD switch and gives your customers the option of taking a survey immediately after speaking to an agent. etalk Survey is faster and more productive than mail or telephone questionnaires. It can be used to improve both customer service and the CRM decision-making process. etalk Survey helps boost customer satisfaction and loyalty - improvements that translate directly into higher incremental sales, revenue per customer, and bottom-line profits.
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etalk JASS - JASS employs an innovative calibration technique to give you applicant screening results that are customised to meet the needs of your company or workgroup. This unique calibration approach examines up to 100 of your current CSRs, then uses that data to identify the characteristics that lead to success in your particular operation.
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This customised, calibrated approach can dramatically reduce the time and cost of screening potential employees. JASS puts applicants through a realistic preview of your contact center environment. So you can more accurately assess their potential, and unqualified prospects can often eliminate themselves from your hiring pool. In a real-world deployment, JASS has helped reduce representative turnover during training by 40% and yielded a cost savings per new hire of 300%. |
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