Call Design Products Quality Management Aspect AQM

Aspect Quality Management

Performance Management

Aspect® Quality Management™ from PerformanceEdge® provides call recording of up to 100% of calls and speech analytics capabilities to help improve agent quality performance and identify trends in customer satisfaction.

Aspect Quality Management provides call logging (100 percent call recording), sophisticated speech analytics and flexible agent quality coaching capabilities that help you derive value from the knowledge you gather with every customer interaction. It helps drive improvement to people and processes by allowing you to easily evaluate agent quality performance, identify and act on important customer trends and meet compliance guidelines (such as PCI DSS).

By simplifying the quality management process,
Aspect Quality Management can help your organization:

  • Reduce costs through improved agent quality performance and first call resolutions.
  • Increase cross-sell and up-sell revenues.
  • Easily evaluate and coach agents to improve their effectiveness.
  • Deliver a repeatable, best-in-class customer experience.
  • Ensure regulatory compliance and reduce litigation risks.
  • Identify and act on trends in customer satisfaction, agent performance and sales and marketing effectiveness.
  • The speech analytics capabilities of Aspect® Quality Management™ enable you to analyze and report on the content, context, purpose and outcome of every recorded conversation to quickly identify and act on important trends.

 

In addition to providing essential quality monitoring and recording capabilities, Aspect® Quality Management™ offers the latest speech analytics technology through its integration with CallMiner Eureka!. These integrated capabilities enable you to analyze each and every call you record so you can quickly identify and act on important trends in customer satisfaction, agent performance, sales effectiveness and marketing effectiveness.

 

Aspect Quality Management

Designed for large enterprises, is the world's leading solution for enterprise contact centers.

 

 

Aspect Speech Analytics

Designed for large enterprises, is the world's leading solution for enterprise contact centers.