OneContact QM (Quality Monitoring) is a tool to monitor the contact center quality level, ideal to evaluate and improve agent performance while meeting company goals. Supervisors can access to voice and screen recordings, emails, chat sessions and social media interactions in real-time.
Build flows of intents with Chat or Vocal Bot assistance
Integrated environment that allows both the creation of flows within a traditional IVR (Interactive Voice Response) system and flows of intents and entities with chat or vocal Bot assistance. These AI multilingual Bots are self-learning software systems that can be trained by the company’s staff.
Based on Collab’s experience, the best way to train bots is using human agents, who will listen to the interactions and shape the bots’ reactions. Bonus: this option is a great way to optimize costs.
Quality Monitoring with
Speech Recognition & Sentiment Analysis
Collab has natively integrated market leading speech recognition capabilities into OneContact Quality Monitoring. This technology examines calls and assesses both the agent and customer’s tone; it transcripts voice into text to extract relevant information such as intents expressed through keyword trends or areas that need improvement. The results are indexed, searchable and can be used to improve customer experience and identify selling opportunities. This tool is split by 3 different modules: