Hosted Quality Management Solution

Contact centre recording and quality management have become mission critical requirements, driven by legislation, security concerns and litigious customers. The increasing demand for these solutions is also being fuelled by a growing interest in improving the customer experience.

This goal can be achieved only when organisations use information contained in customer communications to obtain actionable insights into customer behaviour and satisfaction. Most companies appreciate the importance of recording 100 percent of customer transactions in order to check them to see if agents are adhering to internal policies and procedures.

An increasing percentage of companies also appreciate the value of speech analytics which helps uncover customer needs, wants and trends hidden in customer conversations.  

Hosted recording/QM solutions are a great option for companies that see the value in these applications but are not able to make a capital investment, do not want to be captive to one vendor for an extended period of time, or do not have the technical resources to implement and support this type of application. As hosted offerings are growing more feature-rich, they are becoming an increasingly viable and compelling option for all companies to acquire recording/QM application functionality.