In the fast-paced world of contact centres, keeping track of agent performance and customer satisfaction is essential.

Smart Interactions moves quality management beyond the boundaries of traditional solutions and provides deeper insight into the real-time working practices of contact centers.

It enables the retrieval and evaluation of high volumes of calls to optimise agent performance and enhance the customer experience during every interaction. The advanced functionality includes speech analytics to rapidly identify changing trends and agent engagement tools that assist in the delivery of more effective training to meet key customer satisfaction metrics.

Beyond Measurement

Smart Interactions significantly improves customer satisfaction by increasing agent engagement. It encourages agents to become more involved using self-assessment tools and dashboards to track their own performance and identify areas where improvements are required.

Gamification can also be implemented to give high performing agents the recognition and sense of achievement they need. The system helps to identify skills gaps and uses e-coaching to increase agent engagement and reduce churn.

Agent Involvement

The level of agent attentiveness and responsiveness, communication skills, familiarity with customer requirements, product knowledge and attitude can significantly impact customer satisfaction. When customers feel that they are not receiving personal attention, they often abandon the call. If this becomes a regular occurrence, they soon give up on the company as well.

It is also important to monitor agent satisfaction and training. Studies show that only 41% of agents are satisfied with their jobs and just 35% feel a sense of achievement. Such dissatisfaction leads to low morale, stress and under-performance. In fact, the most common reason for agents leaving is that they have not received timely or effective coaching.

Redefining Quality Management

Smart Interactions is available in three different versions – Capture, Analyse, and Transform. Functionality of all three versions can be extended via a number of add-ons: Speech Analytics, Screen Recording, and C-Sat. All versions support integration with other software systems and have the flexibility to be customized to specific requirements.

Capture

Interaction Recording and Quality Monitoring

Analyse

Quality Management and Reporting

Transform

Agent Training and Engagement

Options

Speech Analytics, Screen Recording, C-SAT IVR and Integration

Quality Management and Reporting

Three different levels of Quality Management and Reporting are available to optimise and improve contact centre performance.

Omnichannel Recording

Record all communication channels including telephone, SMS, social media, email and knowledgebases on a single platform.

Capture

ADDCOM Wave Capture is a robust interaction recording and quality management system that integrates with all leading PBXs and contact centre systems. It is scalable to handle any number of sites and agents with an unlimited recording capacity.

The system offers high levels of in-built security and enables compliance with the PCI Data Security Standard. It enhances the management of contact centres by making it easy to monitor quality, create assessment forms and randomly select calls to review and analyse the results to improve effectiveness.

Call Recording and Retrieval

Random Sampling

Assessment Forms

Group-Based Security

Unlimited Users

Basic Reporting

Active Directory Integration

Analyse

Voice Analyse provides all the features of Capture with additional recording, reporting and quality management tools. It offers high levels of insight into the real-time working practices of contact centres and the needs of customers to deliver efficiency improvements through enhanced performance and quality.

The system also collects information gathered during omnichannel recordings using telephone, email, SMS, social media and more. Advanced reporting and quality management tools allow the creation and use of dynamic assessment forms and automatic tagging of recordings to better analyse contact centre performance.

All Features of Capture

Multi-Channel Recording

Advanced QA Management

Advanced Reporting

Dynamic Forms

Automatic Tagging

Transform

ADDCOM Wave Transform provides all the features of Capture and Analyse with enhanced agent training and engagement functionality.

It allows the implementation of e-coaching, agent portals, self-assessments and dashboards to engage contact centre staff

 

Assessments can be calibrated and assessors can be assessed to ensure all agents are evaluated fairly.

Management and reporting processes are further enhanced through additional workflow integration, scheduling and target setting.

Capture + Analyse

Assessment Reviews

Assessment Calibrations

E-Coaching

Email Integration

LMS Integration

Agent Portal

Self Assessments

Work Scheduling

Dashboards

Work Flow

Blind Review

Add-Ons

C-SAT IVR

What better gauge of call quality is there than asking the customers themselves for feedback? The ADDCOM Wave C-SAT add-on enables organisations to find out what customers really think of the service they receive. Customers are invited to leave feedback at the end of transactions by answering pre-defined questions using an automated IVR-based system. Surveys can also be conducted by SMS for customers calling in from their mobile telephones.

C-SAT highlights calls that receive particularly good or bad feedback for instant review by contact center managers. Customer responses are recorded and stored for further review and assessment to identify training requirements, inform sales and increase productivity. Real-time reports summaries the results in an easy to read format.

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Speech Technology

ADDCOM Wave’s Automated Speech Transcription quickly locates recordings using target words or phrases relating to the type of interactions required. Search results are ordered so that the closest matches are displayed first as text summaries. Recordings are automatically transcribed into text with different speakers colour coded making it quicker and easier to identify the important constituent parts of calls without having to manually listen to entire recordings or search for the relevant sections. The transcripts can be stored in CRM systems for future retrieval.

Automated Speech Transcription significantly reduces the time it takes to verify whether employees are saying the right or wrong things, and helps to identify training needs for compliance and quality management. It also makes it faster to find recordings relating to specific complaints and allows the pro-active identification of complaint calls to speed up the dispute resolution process.

Automated Speech Transcription provides an option to check other communications channels including email, SMS and instant messaging. Also available is an option to auto-complete quality or compliance assessment forms for formalised validation by review teams.

The system will also help organisations to comply with the stringent GDPR standards that become mandatory in May 2018.
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Screen Recording

ADDCOM Wave’s Screen Recording provides contact centers with a better understanding of agent performance, how they are handling calls to meet compliance regulations and potential training requirements.

Customers know if agents are fully focused on their calls or if they are being distracted. When interactions are replayed by contact center managers, agent screen activities are synchronized with call recordings to better analyse the customer experience and enhance the review process.
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OmniChannel Recording

Customers now no longer rely on just the telephone to contact organisations. They now also use many other communication channels including SMS, social media and email. Liquid Voice omnichannel recording enables all channels to be captured and stored on a single platform.

Contact centre managers can easily locate and retrieve recordings of all transactions, regardless of channel, for quality assessment and training purposes.
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PCI DSS

To protect customers, organisations taking credit card information over the telephone are required to be fully compliant with the Payment Card Industry Data Security Standard (PCI DSS). This ensures compliance with the requisite security standards deemed necessary by the major credit card brands.

ADDCOM Wave provides a state-of-the-art recording system which automates PCI DSS compliance. It helps to build higher levels of trust with existing and new customers through the assurance that their credit card information is safe.
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Smart Interactions

Smart Interactions is an innovative contact centre quality management system that includes speech analytics and agent engagement tools to help managers deliver more effective training and meet key customer satisfaction metrics:

CAPTURE: a robust interaction recording and quality management system that integrates with all leading PBXs and contact centre systems. It is scalable to handle any number of sites and agents with an unlimited recording capacity.

ANALYSE: provides all the features of Capture with additional recording, reporting and quality management tools giving high levels of insight into the real-time working practices of contact centres and the needs of customers.

TRANSFORM: all the features of Capture and Analyse plus enhanced agent training and engagement functionality. It allows the implementation of e-coaching, agent portals, self-assessments and dashboards to engage contact centre staff.
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Event Reconstruction

ADDCOM Wave’s Event Reconstruction captures, consolidates, synchronizes and contextualizes isolated information from diverse multimedia sources and systems to recreate who did what, when and where during any given incident. It automatically assembles related information, including voice, video, SMS, email, social media, CAD screens, GIS and more, into a quick view timeline that provides high levels of insight into what actually happened.

This application helps to evaluate and improve response performance, identify knowledge gaps and check compliance with regulatory and corporate regulations. It can be used in a wide range of applications including public safety, dispute resolution, compliance checking, lone workers and security.
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