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Evaluating quality monitoring vendors

Evaluating quality assurance technology? Donna Fluss compares quality monitoring vendors in this expert advice response.

I am looking for a software application to be used for recording and reporting on quality monitoring audits. I run a 150-seat center, and I am in need of something that allows me to store the quality ratings of my call center agents and gather useful reporting from the tool when needed. I would also like something that can be modified to fit the changes we make to our quality monitoring forms as our standards change over time. Do you have a suggestion?

There are over 30 quality management/liability recording vendors, many of whom have tools that can address your needs. These applications do quality assurance (including agent evaluations and reporting) and recording (random and 100%) for calls and screens. They often have additional modules for performance management, speech analytics, surveying, eLearning and coaching. Most of these vendors allow users to select the modules they want, although a couple provide packaged offerings.

These applications have been around for close to 20 years, but in the last three they have improved dramatically. They were adequate in the past, but now provide users with outstanding benefits that improve the customer experience and yield a rapid payback of approximately nine to 12 months.

The four largest vendors in this market are NICE Systems, Verint Systems, Witness Systems and etalk. However, there are many other vendors that you may also want to consider, including Mercom, Envision, Voice Print, HigherGround and Wygant. There are also emerging vendors, such as CallCopy. If you are looking for a hosted recording/quality management solution, you may want to consider VoiceLog. All of these vendors provide solutions that can meet the needs of your organization, as described in your question. All of the vendors listed above have strong recording/logging systems, however, some of these solutions have stronger quality assurance modules than others.

DMG Consulting annually creates and releases a Quality Management/Liability Recording Product and Market Report. This report analyzes the quality assurance and recording market and provides in-depth corporate, technical and functional side-by-side comparisons of nine vendors, from the leaders to up-and-coming competitors. It also includes pricing information for all vendors and detailed company reports for all nine vendors, giving prospects a comprehensive understanding of each company's financial position, strengths and weaknesses, future direction and product functionality. If you are looking for more information on this report, please contact the SearchCRM.com editors and they can let you know how to contact DMG Consulting.

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