CALL CENTER/QUALITY
ASSURANCE RECORDING
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Call us toll free at 1-800-849-0496 or Email us analogdi@bellsouth.netWe offer professional, personalized service
Envision Software - Cacti empowers Contact Centers
Cacti's value position in the marketplace is their approach to software development and open architecture. Cacti provides solutions that are "Contact Centric", user friendly, and scalable in growth and/or integrations with new or existing technologies, while providing multimedia recording with the same or superior functionality differentiates them from other competitors. --Tom Payne.
Recording
Records 100% percent of all customer interactions (analog, digital, VOIP), screen activities, data input, keystrokes, web interaction and email. FocusRecord resides on a standard Microsoft Windows (2000, 2003) platform. ObserveCTI also includes built-in reporting, e-learning, chat, live monitoring, agent feedback and other agent interaction tools.
Reporting & Analysis
Gives you the ability to access and analyze quality assurance data from a completely different perspective. You can establish score cards, visual dashboards and identify key performance indicators from multiple systems such as Workforce Management, ACD Call Management Systems and etc. with a click of a mouse! All reports can automatically schedule to run and delivered directly to management.
E-Learning & Coaching
Allows customer to provide automatic agent training based on key performance indicators or manually distributed to individual or multiple agents within your contact center. Allows customer to quickly send the completed evaluation, recording and feedback to agents with a click of a mouse.
Word Scan
Enables you to extract specific words or phrases from recorded voice transactions. Customers can search based on any specified word such as "customer number", "sell" or phrases. WordScan can be done real-time or historically and key words or phrases can be tagged or the specified recording and be automatically sent to supervisors or management.
Automated Survey
SurveyMaster is a user-friendly and comprehensive call survey tool that engages the customer in a completely customized automated survey. SurveyMaster is a completely interactive tool that allows customers to provide feedback via any touchtone telephone or by voice response. Management selected questions determine key indicators for customer satisfaction, compliance, employee campaigns, special campaign or quality assurance.
Specifications based on individual customer needs.
Package Content
Package content based on individual customer needs.