BPA Quality

The True Vendor Difference: BPA has a unique approach to the development of call quality – customer service and the maximization of sales opportunities. 3rd Party Remote Call Monitoring provides services that range from analyzing calls that have already been recorded on a clients recording system to recording calls remotely in our research center. Research shows that many call centers find it difficult to find the time to even listen to calls that have previously been recorded. With 3rd party Remote Call Monitoring, calls are scored by an experienced team of researchers and the results are easily accessed though the Web along with 3rd Party Remote Call Monitoring recordings available in near real time.

Products/Services Offered

  • Active Call Monitoring
  • Remote Access to Calls
  • Call Storage

Contact BPA Quality

Website: http://www.tmcnet.com

Vendor Checklist

Service Area: United States
Established: 1988
Vendor Relations: No
Offer Training: Yes
Headquarters: New York

Awards:

OAISYS

The True Vendor Difference: OAISYS provides easy-to-use, practical and affordable call recording solutions in support of regulatory compliance and quality monitoring requirements. Available across a complete range of deployment and access options, OAISYS call recording software applications offer certified interoperability with leading business communications system providers, including Avaya, Mitel, ShoreTel and Toshiba, as well as SIP-based communications services.

For formal and informal call centers, few things are more important than agent performance and quality assurance. Call center management requires comprehensive call recording and quality monitoring tools to assist agents in meeting desired business goals and call center metrics and adhering to call handling policies in every interaction.

While call recording and quality monitoring is commonly performed with the intent of evaluating call handling performance and improving quality of customer service, there are many other benefits to be realized from the appropriate use of call center management and quality monitoring technology

Products/Services Offered

  • Review and ongoing refinement of call center scripts and call handling processes
  • Enhanced customer satisfaction
  • Increased agent efficiency

Contact OAISYS

Website: http://www.oaisys.com

Vendor Checklist

Service Area: United States
Established: 1996
Vendor Relations: No
Offer Training: Yes
Headquarters: Arizona

Awards:

Telrex

The True Vendor Difference: All types of businesses benefit from call recording and monitoring technology-inside and outside the contact center. From improving customer service, resolving customer disputes, increasing employee productivity, reducing liability, complying with legal requirements, addressing security concerns, and taking the organization’s “pulse,” Enghouse Interactive Call Recording software can help.

The intuitive Web-based interface offers users a real-time view of user status, the ability to live monitor calls, and multiple recording options. Designed with the manager in mind.

Products/Services Offered

  • Record 100% of calls
  • Set triggers for automatic recording
  • Configure users into recording groups

Contact Telrex

Website: www.telrex.com

Vendor Checklist

Service Area: United States
Established: 2000
Vendor Relations: No
Offer Training: Yes
Headquarters: Arizona

Awards:

TriVium

The True Vendor Difference: Our software helps companies in a variety of industries – including call centers, collection agencies and law firms, financial institutions, insurance agencies, healthcare clinics/medical providers, educational institutions, government, assisted living/retirement facilities, hospitality, and real estate – to reduce overhead costs and enhance their customer service efforts by recording phone calls that can be easily retrieved, played back and shared throughout the organization.

Compatible with virtually all leading telephone communications systems, TriVium solutions can be used with IP, digital and hybrid phone systems and deployed on single or large multi-location environments. TriVium SonicView™ Call Recording and CallAnalyst™ Call Monitoring and Reporting applications help organizations enhance customer satisfaction, facilitate dispute resolution, improve regulatory compliance and impact their bottom lines with quick and tangible ROIs.

Products/Services Offered

  • Call Recording
  • Call Monitoring & Reporting
  • E9-1-1 Security Notification Application Suite (ESN)

Contact VersaDial

Website: http://www.triviumsys.com/

Vendor Checklist

Service Area: United States
Established: 1995
Vendor Relations: No
Offer Training: Yes
Headquarters: Oklahoma

Awards:

VersaDial

The True Vendor Difference: With Adutante Call Recording for call centers, you can record multiple phone lines over VoIP, Digital PBX, Analog, ISDN, and T1/E1. Supporting most major PBX systems such as Cisco, Avaya, Shoretel, Nortel, Mitel, and NEC our call recorder can be set up to meet and expand with your needs and system. With Adutante your recordings stay on your premise, not a third parties site. you can record 4 to 1000’s of audio channels, Adutante is designed to Fit Any Sized Environment.

Products/Services Offered

  • Monitor Telephone Calls Live and Capture PC Screen Activity
  • Run Custom Reports and Improve Business Operations
  • Reduce Your Liability and Ensure Regulatory Compliance

Contact VersaDial

Website: http://www.versadial.com

Vendor Checklist

Service Area: United States
Established: 1994
Vendor Relations: No
Offer Training: Yes
Headquarters: California

Awards:

Verint

The True Vendor Difference: Verint offers quality monitoring solutions to meet a wide range of contact center needs. From simple to sophisticated, contact centers around the world rely on our quality monitoring solutions to help them increase revenue, enhance customer satisfaction, and manage performance, processes, and cost

Products/Services Offered

  • 360 Quality Monitoring
  • Audiolog Interaction Quality

Contact Verint

Website: http://www.verint.com

Vendor Checklist

Service Area: United States
Established: 1994
Vendor Relations: No
Offer Training: Yes
Headquarters: New York

Awards:

Nice – Quality Management

The True Vendor Difference: Call center quality management systems have evolved over the years, increasing the efficiency and effectiveness of monitoring and managing agent performance. But most quality management systems today still focus on individual agent performance, neglecting the bigger picture: overall business quality. Now, quality management is advancing. A higher standard infuses the performance improvement process with innovative analytics capabilities, going beyond individual agent performance to optimizing quality at the business level. NICE Quality Optimization is the next evolution in quality management.

NICE Quality Optimization helps prepare agents for the Decisive Moments™ of customer interactions with business-centric call center quality management. It uses Interaction Analytics to analyze all customer interactions and measure key performance indicators (KPIs) that support the organization’s business objectives. KPIs can be derived from telephony-based metrics such as average handle time, hold time and call transfers, as well as from speech analytics measures such as customer dissatisfaction and first contact resolution.

Products/Services Offered

  • Identify problems
  • Perform root cause analysis
  • Monitor

Contact NICE Systems

Website: http://www.nice.com/

Vendor Checklist

Service Area: Global
Established: 1986
Vendor Relations: No
Offer Training: Yes
Headquarters: Israel

Awards:

Voice Gate

The True Vendor Difference: VoiceGate’s affordable Intelligent Line Tap Hiz Telephone Recording Devices provide enterprises the ability to record phone calls between customers and employees. These recorded conversations can serve to limit corporate liability by quickly resolving disputes before they get out of hand by e-mailing a copy of the recorded conversation to quickly settle the issues at hand. If used as a training/coaching tool for call logging, call monitoring and reviewing Agent/Employee recorded phone calls and desktop activity, Corporations can significantly increase customer satisfaction and reduce Agent/Employee churn rates.

VoiceGate has a telephone recorder / call logging solution for all telephone recording applications and on all phone systems. From stand alone affordable, entry level telephone call monitoring solutions, to networked business phone tapping installations growing to hundreds of agents or employees, and sporting advanced features such as: Desktop screen surveillance; real time phone tap and transaction recording; networked record phone call streaming; internet connectivity; auto archival of record telephone conversations, telephone data and Agent or Employee’s comments to DVDR or CDR; and remote Call Center Manager, allowing call center administrators to service observe any Call Center agent from any touch tone phone anywhere on earth.

Products/Services Offered

  • Analog Extension Tapping
  • Auto Record
  • Indexed Media Player
  • User Ranking System

Contact Voice Gate

Website: http://www.voicegate.com

Vendor Checklist

Service Area: USA
Established: 1996
Vendor Relations: No
Offer Training: Yes
Headquarters: Ontario Canada

Awards:

CSI World – Virtual Observer

The True Vendor Difference: Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO is making inroads against our main competition by offering a robust, user friendly feature set that provides an extremely high value, tremendous scalability and an unbeatable low cost of ownership.

Products/Services Offered

  • Professional Assistance
  • Supported Phone Systems
  • Call Recording
  • Solutions By Industry

Contact CSI World

Website: www.csiworld.com/

Vendor Checklist

Service Area: USA
Established: 1972
Vendor Relations: No
Offer Training: Yes
Headquarters: Connecticut

Awards:

VPI QUALITY- Automated Quality Monitoring

The True Vendor Difference: VPI QUALITY is the most powerful Quality Management (QM) solution available today. This powerful solution enables you to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty. With VPI QUALITY, you can maximize the impact and ROI of your call quality monitoring processes and significantly improve the effectiveness and efficiency of your customer interactions.

Workflow Automation –
Because of the fast-paced nature of contact center operations, the valuable time of evaluators and supervisors is scarce. With improved operational efficiencies gained through VPI QUALITY, your evaluators and managers have more time and resources available to address strategic and mission critical business goals. VPI QUALITY automatically selects and delivers an objective, random sampling of recordings related to your business objectives directly to their desktops for evaluation.

Evaluation Forms
VPI QUALITY gives you access from your desktop via Web interface to well-designed quality evaluation forms and processes. You can efficiently and objectively assess the quality of your individual customer interactions while simultaneously discovering significant problems, issues, trends, and opportunities – vital information that supports the successful execution of your business strategy. VPI QUALITY provides contact centers with an unprecedented degree of flexibility to customize evaluation forms and tailor processes to conform to your specific needs and objectives.

Reports & Desktop Tickers
VPI QUALITY helps you to gain and share valuable insights through comprehensive reports, dashboards and desktop tickers. The success of your contact center quality improvement plan depends on a clear understanding of your employees’ strengths, weaknesses and areas on which to focus training and coaching efforts. VPI QUALITY pinpoints characteristics of agents’ behaviors by breaking them down into skill-sets, such as communications, call handling, technical, product knowledge, compliance, etc. These skill sets may be tracked, compared between agents and teams, scheduled for automatic notifications of “outliers” that require additional attention, used as triggers for automated delivery of messages to agents via desktop tickers, and much more.

Products/Services Offered

  • Workflow Automation
  • Evaluation Forms
  • Reports & Desktop Tickers

Contact VPI Quality

Website: http://www.vpi-corp.com

Vendor Checklist

Service Area: USA
Established: –
Vendor Relations: No
Offer Training: Yes
Headquarters: United States

Awards: