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workforce optimization

Transform Call Center Quality Monitoring with

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omnichannel routing

Use quality monitoring & management software to align customer expectations and agent performance

NICE inContact CXone Quality Management is an easy-to-use, full featured solution; enabling operations to improve the customer and agent experience. With an agent-centric approach, this offering includes screen and call recording, agent self-evaluations, automated feedback and work flows – all creating an effective balance between operational requirements and agent empowerment.

Evaluate

Evaluate more interactions
per agent with
less effort

Achieve

Achieve your NPS,
CSAT, CES and other
key quality
objectives

Increase

Increase agents'
ownership and
engagement

Reduce

Reduce administration
and maintenance
efforts

Improve

Improve the customer
experience by gaining a
complete understanding of
their journey

Industry-leading quality management software

 
QM

Improve the customer experience

Understand your customers’ experiences and where they can be improved with an easy-to -use evaluation and review process.

  • Custom evaluation forms
  • Play back calls and screen recordings
  • Ensure consistent call scoring
  • Find the best interactions
 
QM

Improve the agent experience

Happy agents create happy customers, and engaged agents reduce attrition.

  • Let agents critique themselves
  • Easy access to feedback
  • Create a library of best practices
  • Develop arbitration workflows
 
QM

Ensure processes work

Improve both operational results and the customer experience by identifying where faulty processes are getting in the way.

  • Identify customer pain points
  • Speech analytics and customer surveys
  • Reduce process failures
 
QM

Manage everything in one place

Reduce administration and maintenance efforts and improve reliability with an all-in-one solution.

  • Eliminate synschronization issues
  • Minimize setup and configuration
  • Play back calls and desktop recordings
 

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call center software demo

What is Call Center Quality Monitoring?

Quality Monitoring Software enables organizations to review and capture customer interactions and coach their team upon areas to improve. Modern Quality Management solutions focus on the agent experience and engagement to ensure they are a focal point of the quality management process. Key features should include; customizable evaluation forms, an agent self-evaluation process, evaluation processes for all channels, and the ability to review a screen recording of the agents’ desktop during their customer interaction. A complete solution will be integrated with all components of the Workforce Optimization suite such as Workforce Management, Performance Management and Customer Feedback Surveys.

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