由于获得反馈和增长机会的机会有限，当今的组织难以提供一致、高质量的客户服务。
如果没有标准化的评估标准和及时的反馈，员工就会错过提高技能和绩效的机会。此外，不一致的记录做法使客户互动记录的管理、存储和检索变得复杂，影响了数据的可访问性和质量保证工作。合规性挑战，尤其是在PCI等领域，使流程进一步复杂化，有可能导致代价高昂的违规行为和运营效率低下。这些问题阻碍了员工的敬业度、绩效和合规性。
Aspect Quality通过提供一个集中化、简化的平台来记录、监控和评估客户互动，从而解决了这些痛点。
借助Aspect Quality，组织可以通过强大的合规选项和可自定义的评估工具，确保每一次互动都符合标准。
Benefit
Description
Review advanced contact center quality assurance reports to identify areas of improvement. Make informed business decisions to simplify workflows and increase team productivity.
Give your team clear goals and evaluation criteria to improve productivity. Aspect Quality includes comprehensive scorecards and evaluation tools to give your employees quick, valuable feedback.
Aspect Quality tackles the root of recording management issues, offering data consolidation, customizable PCI compliant recording settings, and access to historical analytics.
Become a business known for valuing its customers and earning their loyalty. Provide top-quality contact center quality assurance and make every customer service interaction count.
Benefit
Description
Monitoring & recording
Capture and analyze customer interactions with flexible voice and screen recording options, integrating seamlessly with Premise and CCaaS systems. Record, review, and store all call types—ACD, inbound, outbound, and blended—for any duration.
Archive recordings on a configured schedule and location, with quick search capabilities via the Aspect Quality Web Client or archive database.
Easily locate recordings with metadata-driven search and retrieval, offering instant playback for any interaction.
Evaluation and feedback
Design flexible evaluation forms tailored to specific team or department goals, enabling quality tracking that aligns with business objectives.
Ensure consistent scoring with workflows for scheduled evaluations. Multiple mentors can score the same interaction for fair and objective assessments, with side-by-side comparisons available.
Tag specific points in recordings to deliver targeted agent feedback and drive frontline skill improvement.
Provide personalized feedback through agent reviews, cross-team training with shared recordings, and collaborative peer evaluations for continuous improvement.
Empower agents to assess their own performance by initiating coaching sessions and jointly reviewing interactions with supervisors.
Security & compliance
Safeguard sensitive customer data with tailored recording rules that ensure full PCI compliance.
Protect recordings with AES 256-bit encryption for secure transmission, storage, and playback.
Integration & accessibility
Seamlessly integrates with Avaya, Cisco, Twilio, UJET, and more. Automatically recognizes agents, teams, and custom data fields for effortless setup.
Access Aspect Quality from anywhere using modern web browsers, ensuring convenience and flexibility.
