Quality Management

Is designed to help contact centers monitor, evaluate, and enhance human agent performance. Quality Managers can create and assign evaluation jobs to Evaluators. The solution provides a number of different reports ranging from review volume, teams comparison, individual team/ agent performance over time and Evaluators' calibration. For more details see our product datasheet.

QM integrates with Cisco (UCCE) to create conversations (with their relevant activities/ recordings) for calls handled on Cisco Finesse and exposes APIs for other third-party Contact Centres.