Fusion Series 7 praetorian mentor QA telecom BI Public Safety


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Monitor and evaluate for exceptional service
The Mentor Quality Assurance Suite™ adds agent evaluation and screen capture capabilities to your Fusion Series 7™ system and gives you the tools to monitor, evaluate and improve agent performance, identify low-skill areas, and set benchmarks for agent productivity.

Recording and monitoring calls in conjunction with corresponding screen data allows you to have direct control over your contact centre's performance. Mentor QA Suite™ provides the necessary tools to improve your agents' performance, and deliver quality service to your customers while presenting a consistent and accurate corporate message.

With the Mentor QA Suite, you will ensure that every customer has the best possible experience whenever they call your company.

 

Features

Benefits
Agent Evaluator Detailed scoring cards and exception reports with user-defined categories and grading criteria. Use template grading forms or customise your own.
Screen Capture Record workstation screen actions and replay in sync with voice recordings.
Automated Quality Assurance Automated Quality Assurance. Retrieve or trigger calls using key phrases or phonetic word search.
Workforce Management Workforce Management. Forecast call volume and schedule personnel to improve service and reduce costs.
 
  
Call Recording | Quality Monitoring | Call Center Recording | Public Safety