Liquid Voice Quality Management
High quality insight to enhance interactions with customers
The Liquid Voice Smart Interactions suite includes Quality Management functionality that monitors and measures the quality of every customer interaction against a pre-determined set of KPIs. It allows performance to be assessed using telephone, screen and application data and uses analytics to evaluate, manage and coach contact centre agents.
Live calls can be monitored and evaluated in real-time or stored recordings can be used for subsequent evaluation. Recordings can be tagged with relevant notes to speed up searches and provide a source of valuable customer insight.
Smart Interactions is available in different versions according to the Liquid Voice recording platform in use.
Liquid Assure users can specify two different versions of the Smart Interactions suite according to the level of Quality Management functionality required:
Provides the tools to carry out basic quality assessment management by securely recording calls and pro-actively monitoring call quality. Capture makes it easy to create assessment forms, randomly select calls to assess, perform assessments and analyse results to improve effectiveness.
Provides all the features of Capture with additional recording, reporting and quality management tools. Analyse provides high levels of insights into the real-time working practices of contact centres and the real needs of customers to deliver efficiency improvements through enhanced performance and quality. It allows multi-channel recording from email, SMS, social media and more. It also allows contact centres to create dynamic assessment forms, implement recording tags and analyse performance.
Smart Interactions Express
This add-on to the Liquid Recording platform provides a wide range of quality management functionality with a comprehensive set of reporting tools to better analyse performance for contact centres with up to 30 agents.
Smart Interactions Express enhances the management of contact centres by making it easy to create assessment forms, randomly select calls to assess, perform assessments and analyse results to improve effectiveness.