Contact Center Quality Assurance (QA) Software
CallCabinet’s groundbreaking contact center QA software firmly places the power back in the hands of your business. With zero prescriptive limitations or proprietary restrictions, no-code scorecard editors, and integrated AI analysis, businesses enjoy streamlined and automated processes like never before through market-leading self-service configuration capabilities.
Contact center quality assurance metrics commonly include call interactions, overtalk, silence, and various other statistics. CallCabinet delivers all these metrics and so much more into highly personalizable dashboards for the most flexible data visualization available.
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.
No-Code Scorecard Editor
Personalize how your business measures and interprets data using our no-code phrase editor, ensuring your analytics are perfectly aligned with your specific business rules. Our no-code scorecard editor is an intuitive and powerful tool designed to enhance the interaction quality assurance process by allowing users to customize and refine interaction evaluation criteria like never before. Move away from restrictive data analysis and empower your business by accommodating any conversation flow, including multi-scenario flows.
Automated QA and Interaction Scoring
Save countless manual review hours with automated QA and interaction scoring. Score every interaction according to your set criteria to proactively improve processes, and employee coaching, and identify areas of revenue leakage which, when closed, result in increased revenue and optimal employee performance. Our solution offers an in-depth look at contact center agent performance metrics, enabling businesses to maintain high service standards and continuously improve their operations.
Manual and Automated QA Integration
Not only can you automate interaction QA according to the metrics you set in your customizable scorecard, but you can also manually override any automated score should the need arise. By combining automated insights with manual reviews, supervisors can maintain consistency in scoring and address any discrepancies effectively – pivotal for ensuring nuanced and accurate assessments of agent performance.
Drag-and-Drop Configurable Dashboards
Our conversation analytics dashboards make overall quality assurance a breeze as layouts are easily configured via drag-and-drop functionality. This flexibility enables your business to focus on the metrics that matter most in the way that matters most. Out-of-the-box dashboards include the overview, agents, agents performance, interactions, interactions journey, business risk, and customer experience dashboards. Additional dashboards are made available directly to the system via the dashboard library.
Dive Even Deeper Into ContactCenter Agent Performance Metrics Using CallCabinet’s:
Granular Search Features
Fine-tune your search with granular controls. Set thresholds for clarity, crosstalk, or silence, and filter results to pinpoint specific interactions exceeding those levels. Drill down further by cross-referencing criteria like user, group, interaction type, sentiment, content, or any combination imaginable. CallCabinet’s granular search features are available throughout the entire conversation analytics interface, enabling managers to monitor and evaluate the efficiency and effectiveness of their teams with precision.
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. CallCabinet’s call recording and analytics user interface demonstrates detailed screen and video call playback and analysis features.
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.
And, 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.
Compliant Call Recording Packages
Ensure business policy, script, 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.
Interaction Content Analysis Packages
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.