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 Assuring the quality of
services provided by your call center agents is essential in today’s
competitive environment. Intec provides and maintains state of the art
digital recording and quality monitoring solutions to maximize your
revenues and customer service capabilities.
Voice and Data Recording
Verint’s
award winning Impact 360 and Audiolog allows for intelligent
recording. Verint’s power lies in
software applications and capabilities that maximize and enhance two
basic functions – voice/data recording and playback. Verint provides for the recording of
voice, screen, Internet chat and e-mail transactions. These advanced capabilities add value
to your business whether you need continuous, random or recording on
demand and playback for training, evaluation, historical records and
information processing.
Quality Monitoring
Two key issues call center managers face are how to assess
employee skill sets and how to quantify their impact on
productivity. Mercom’s IntellAgents2000 is a comprehensive product
suite that dramatically reduces management costs while improving agent
skills to maximize call center revenue. IntellAgents2000 is the
most complete and powerful employee development solution and the only
truly integrated suite on the market.
IntellAgents2000 Products
Suite Features:
·
Criteria based, scheduled recording by the award winning Audiolog
by Verint, allowing customers to determine which call types to record for
logging and/or evaluation.
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The SEL System Agent Evaluation software by TPG, the most
innovative tool on the market for agent monitoring and evaluation. Designed by Users for Users, it is the
only software package that speaks to the specific needs of the call
center supervisors.
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Proxy Screen Capture Software by Funk for voice and data
synchronized screen capture allows for complete review of the agent’s
screen to evaluate the effect that the agent’s knowledge of screen flows,
and data entry skills, have on call handling.
Let the professionals at Intec demonstrate how this complete
quality monitoring solution will set you far above your competition.
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