NICE Quality Central Insight

Enabling True Metric-driven Quality Management

The modern customer experience has evolved, and with it, so have the needs of contact centres. World class contact centres know they need to uncover actionable insights across all channels, deploy automation tools and leverage quality metrics to drive business objectives.

Quality assurance programmes are challenged to make an impact in this environment with too many manual processes and decisions based on evaluations of small, random samples of interactions. As a result, they find that they simply don’t have enough resources to effectively influence contact centre goals, and ultimately miss important opportunities for improvement.

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Quality Central Insight revolutionises quality management with the power of speech intelligence, enabling contact centres to create an effective metric-driven, omnichannel quality programme with insight based directly on the voice of the customer. Available on-premise or in the cloud, Quality Central Insight automates and customizes all quality processes in a single application to:

  • More effectively identify ways to improve agent performance.
  • Deliver exceptional customer service.
  • Drive efficiency, giving organizations a competitive advantage.
  • Provide consistency with evaluation results and feedback.

For further information, please call 01355 900 000 or email enquiries@svlbusinesssolutions.com for a demonstration.

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Testimonial

“Quality management is now embedded across the business and is enabling us to proactively drive up the level of customer service. ”

— Kwik-Fit Financial Services

Testimonial

“Partnering with SVL Business Solutions provides us with access to world leading technologies backed by the highest levels of technical support.”

Paul Farn, Managing Director, Powerdial Services