Contact Center Call Quality Assurance (QA)
Contact center call quality assurance plays a critical role in ensuring exceptional customer experiences and regulatory compliance for contact centers, as well as both inbound and outbound sales calls. CallCabinet call QA tools deliver streamlined and automated processes for those businesses looking for optimal efficiency across any department and any communications platform.
Compliant Call Recording
Proper call quality assurance starts with recorded data compliance. With CallCabinet your business can securely and compliantly capture every conversation from across any calling, conferencing, and contact center platform, and have it readily available for analysis.
Detailed Interaction Analysis
Detailed analysis of each interaction is available post-call, including sentiment, call summaries, key actions, and the ability to query the conversation data for in-depth exploration.
Automated QA and Call Scoring
Save countless manual review hours with automated QA and call scoring. Score every call according to your set criteria to proactively improve processes, employee coaching, and identify areas of revenue leakage which, when closed, result in increased revenue and optimal employee performance.
Customizable Scorecard Phrase Editor
Personalize how your business measures and interprets data using our drag and drop phrase editor, ensuring your analytics are perfectly aligned with your specific business objectives.
Manual and Automated QA Integration
Not only can you automate call QA according to the metrics you set in your customizable scorecard, but you can also manually override any specific recording’s automated score should the need arise. By combining automated insights with manual reviews, supervisors can maintain consistency in scoring and address any discrepancies effectively.
Granular Search Features
Fine-tune your search with granular controls. Set thresholds for clarity, crosstalk, or silence, and filter results to pinpoint specific calls exceeding those levels. Drill down further by cross-referencing criteria like user, group, call type, sentiment, content, or any combination imaginable.
Screen & Video Recording
Gain a clear view of what team members have open on their screens when talking to customers. This helps your business monitor workforce performance, streamline procedures and processes, quickly resolve customer conflicts, and more accurately identify best practices.
Automated PCI DSS, PHI, and PII Redaction
Seamlessly meet privacy mandates by leveraging automatic audio and transcription redaction capabilities for the payment card industry data security standard (PCI DSS), protected health information (PHI), and personally identifiable information (PII).
Speech-to-Text Transcription
A comprehensive and precise record of what was said and by whom during all your recorded business conversations. Includes speaker identification and multi-language requirements.
Multilingual Transcription
CallCabinet offers pairing of languages for multinational businesses that require accurate conversation data accommodating specific operational transcription requirements. This feature enables businesses to effortlessly serve their clients across languages.
Define Your Own Language
Apply your custom vocabulary libraries with business or industry-specific terms or jargon, and implement them within your search, keyword/keyphrase tagging, and evaluation metrics.
Agent Analysis
Drill down on each call to view the complete interaction journey. This includes call flow, insights generated by our AI technology analyzing your call data, and a clear view of the call transcript.
Integrate Performance Data
Voice analytics data and agent scorecard data can both be exported to external systems and merged with other enterprise analytics packages and dashboards, to provide single pane-of-glass quality assurance and performance reporting.
Compliant Call Recording Packages
Ensure business policy, scripting, and regulatory requirements are met across your workforce – wherever they may operate in the world – all while enjoying the same user interface regardless of calling, conferencing, or contact center platform.
Calling to Conferencing Conversation Analytics
Step up your CX with CallCabinet’s AI-powered analytics that utilizes deep machine learning and natural language processing (NLP), to analyze sentiment, trends, and more. Analyze voice or a range of data sources for a complete view of every business conversation.
Unlock Legacy Recording Data
Numerous businesses face the challenge of being burdened by legacy recording data, scattered across multiple outdated platforms and data farms, leaving them without comprehensive access, searchability, or analytical capabilities for that data. CallCabinet has the expertise to securely liberate this data and seamlessly migrate it to the CallCabinet cloud, ensuring your business doesn’t miss out on valuable insights or lose valuable time searching for calls.
See CallCabinet in Action
If you’d like to discover what CallCabinet can do for your business, schedule a demo and we’ll be happy to show you.