Call Center Quality Monitoring Software
Call center quality monitoring software, or contact center quality assurance, is a set of features for improving your customer interactions. Included with any contact center service plan from AVOXI, gain real-time visibility into your customer's interactions with your employees or track call quality outcomes over time with intelligent analytics. Contact center quality management features include real-time call monitoring, agent scoring, QA scoring, custom dispositions and many more call management features for better quality assurance.
Easy and Effective Call Center Quality Assurance Solutions
Call center quality assurance features are automatically included for all contact center platform users. No setup cost, no minimum contracts, no hidden fees. Contact us today to schedule a demo or start your risk-free trial!
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Contact Center Quality Monitoring Features for Better Interactions
Live Call Monitoring
Live call monitoring gives supervisors the ability to listen to customer-agent interactions in real-time. Managers can use real-time call monitoring without alerting other callers. Supervisors can also use features like call barge and whisper to coach their agents in real-time.
Call Barge and Whisper
Call barge and whisper are real-time quality monitoring features. Call barging allows supervisors to step into a conversation whenever required, while whisper allows for communication between managers and agents without alerting the caller.
Agent Call Quality Scoring
Call quality scoring allows contact center supervisors and managers grade agent performance during calls. Get an end-to-end view of your customer-agent interactions, identify coaching opportunities, track performance over time, and leave notes for feedback.
Custom Call Dispositions
Set up your own custom dispositions, or call outcomes, for actionable quality monitoring metrics. You can create unlimited call outcome labels with designated sub-level reason labels for your agents to select.
Cloud Call Recording
Play back call recordings from your browser or download them for QA scoring or compliance. Unlike many platforms, AVOXI does not charge additional per-minute rates for storing your contact center's call recordings.
See the AVOXI Call Center Management System in Action
Call center call monitoring features come as part of the AVOXI Genius contact center, your complete cloud-based call management platform, AVOXI Genius. Try AVOXI Genius today to see just how easy and affordable your call center call monitoring solution can be.
Try Call Center Quality Management Software Risk-Free
We're so confident in the AVOXI Genius platform that we'll set up your solution and let you test all your call center call quality monitoring features completely risk-free! Contact us today to schedule your free trial.
Call Management Features Included With Your Contact Center Software
When it comes to delivering effective quality assurance features at the best price possible, no other contact center management platform goes as far as AVOXI Genius. Your call center quality monitoring software includes an amazingly affordable call management system with every feature you need to improve your call center's performance today.
Common Questions About Quality Management Software
After confirming that you would like to start a free trial of our contact center software, your account will be set up and activated in 24 hours or less.
Yes, our call quality management software works over the top of any existing phone system or as a stand-alone call management solution.
In addition to providing better call quality management software for contact centers, popular services from AVOXI include cloud-based call center solutions and business phone numbers in 160+ countries.