DIRECT™

Quality monitoring solutions for contact center activities

CONTACT CENTER QUALITY ASSURANCE

Complete monitoring of contact center activities with a view to improving performance.

Primary objective of the Contact Center Quality Monitoring platform is to optimize the interactions between customer and operator of the Contact Center. The quality monitoring of the operators speech it is used to determine the overall quality of a single operator within the Contact Center.

The aim is to improve communication with customers through a better trained staff.

In order to better satisfy the client and to verify the quality of the services supplied by the Contact Center, the platform provides automatized systems and processes (phone call recordings, operator's desktop video recording). 

Thanks to the Vocal Order tool the platform is able to validate the contract made through phone.

DIRECT CONTACT CENTER QUALITY ASSURANCE MONITORING

DIRECT™ it is the complete platform for Contact Center Quality Monitoring. The system allows the provider of the Contact Center service to manage the whole process integrating it to the existing technological architecture.

DIRECT™ records and manage the phone conversations (inbound, outbound, Vocal Order) and other activities carried on by the operators.

This image for Image Layouts addon
  • Maximize Customer Experience
  • Improve Business processes
  • Optimize costs
This image for Image Layouts addon
  • Maximize Customer Experience
  • Improve Business processes
  • Optimize costs

360° Contact Center monitoring

The platform is able to validate contracts made via the telephone procedure (Vocal Order) and with algorithms and automated processes for checking the contracts made.

The main features are:

  • Multi-site and multi-technology (VoIP and TDM) audio recording on multiple interfaces
  • Video Recording of the Contact Center operator in sync with audio recording through proprietary agent
  • Automatic Speech Analytics (Speech-To-Text, Trend Topics, Speech Analytics) through transcription, indexing and categorization of the phonics
  • Vocal Order Management (automatic verification and validation of tele-selling operations)
  • Quality Assurance of the Contact Center
  • Workforce Optimization to improve the productivity of the operators and to detect potential gaps
  • Tutoring and training of operators
  • Profiling and/or anonymization: tracking of transactions made through a logging system, access to data only to authorized operators, alteration of the voice of the interlocutors, cripting of files containing the recordings, reproduction of the files (audio and video) only inside of the system itself
  • Morphing through the alteration of the speaker voice
  • Reporting and statistics on quality data CC service and on results checks and verifications; KPI and KQI processing
AUDIO RECORDER

AUDIO RECORDER

Multi-site registration of analog and or digital telephony as well as Call Center interactions from / to customers (inbound/outbound).

This allows, through the function of speech analytics to have a global view of the activities carried out by the Contact Center so that it can easily optimize any deficits.

VIDEO RECORDER

VIDEO RECORDER

Video recording of operators' desktop activities, in synchrony with telephone record.

This system exponentially increases the analyst's ability to analyze the operator's activities.

Having the opportunity to observe the steps taken, the task of introducing new best practices and spreading the know-how of the single operator within the company is extremely facilitated.

QUALITY MONITORING

QUALITY MONITORING

Monitoring the processes of the Call Center has the ultimate goal of increasing service quality and end-user satisfaction.

Managing the performance and work done by the operators is a way to increase significantly these important KPIs.

PERFORMANCE MANAGEMENT

PERFORMANCE MANAGEMENT

Operator performance and process management, being those audio, video or documental resources tied to external sources are essential to support multilevel evaluations.

This is helpful to achieve your goals efficiently and timely with resource alignment and performance measurement.

WORKFORCE OPTIMIZATION

WORKFORCE OPTIMIZATION

In order to improve performance and to reduce operating costs associated with an ineffective business process management, the Workforce Optimization Tool is conceived to improve the customer experience.

Thanks to a careful customer interaction analysis you can leverage the information you get to train your employees and streamline workflows, improving the overall customer service offering.

DASHBOARD

DASHBOARD

To improve the relationship with your customers a timely and comprehensive view is essential.

That is why the dashboard provides a picture of the trends of the Contact Center and the interactions between clients and users. All shown through an intuitive and user-friendly platform.

VOCAL ORDER

VOCAL ORDER

In a Contact Center, manual check of Vocal Orders can be a waste of time and resources.

RESI provides a tool that can automate those controls.

This tool performs automatic Vocal Order verification by transcribing them for adherence, indexing, categorization and analysis indices by means of text analysis systems for customer and user registrations.

SPEECH ANALYTICS

SPEECH ANALYTICS

In order to optimize the recovery time of sensitive information, the product can analyze and catalog important information through word spotting analysis from a recording.

DIRECT is particularly effective in extracting target data from long recorded conversations.

AUDIO RECORDER

Multi-site registration of analog and or digital telephony as well as Call Center interactions from / to customers (inbound/outbound).

This allows, through the function of speech analytics to have a global view of the activities carried out by the Contact Center so that it can easily optimize any deficits.

logo

S.S. Pontina km 44,044
04011 Aprilia LT

NOTE! This site uses cookies and similar technologies.

If you not change browser settings, you agree to it. Learn more

I understand
Note: Please read carefully also our Privacy Policy
 
What are Cookies?

Cookies are small text files that the sites visited by users send to their terminals, where they are stored to be re-transmitted to the same sites during subsequent visits.
Cookies are used for different purposes, have different characteristics, and can be used both by the owner of the site that you are visiting, or by third parties.
Similar technologies, such as, for example, clear GIFs, web beacons, and different forms of HTML5 local storage can be used to gather information on user behavior and use of services.
Below we will refer to cookies and all similar technologies using only the word "cookie". Below you will find all the information about cookies installed through this site, and all necessary information about how to manage your preferences about them.

Cookies used by this site

The use of cookies by the owner of this website, the company RESI S.p.A. Srl based in Via Monticello, 7 – 04011 Aprilia (LT), is included in the Privacy Policy of the site; for all the information required by art. 13th Privacy Code click /en/cookies.
Technical Cookies that do not require consent
Preferences and optimization
Cookie relating to activities of saving preferences and optimization:
Language Preferences
Permanent cookie for maintenance of selected language
Duration: 14 days
Label: Lingua_sito
Core activities to the operation of the site
 
Cookies for activities strictly necessary for the functioning of the site and to provide the service:
Session Cookies
Temporary cookies to store the session id of the browser.
Duration: Temporary
Label: Sid
Cookies managed by third parties
Also cookies managed by third parties are installed through this site.
You will find below some information, and a link to the privacy policy and consent form for each of them. For all you will be able to express your consent also continuing navigation or by closing each window.
 
Statistics
The services contained in this section are used by the Owner to monitor and analyze traffic data and are used to keep track of User behavior.
 
Google Analytics with anonymized IP (Google Inc.)
Google Analytics is a web analytics service provided by Google Inc. ("Google"). Google uses Personal Information collected for the purpose of evaluating the use of this application, compile reports and share them with other services developed by Google. Google may use this personal information to contextualize and personalize the ads of its own advertising network. This integration of Google Analytics makes anonymous your IP address. The anonymisation works shortening the IP address of users within the borders of the EU Member States or other countries participating in the agreement on the European Economic Area. Only in exceptional cases, the IP address will be sent to Google's servers and shortened within the United States.
 
Personal data collected: Cookie and Usage Data.
Place treatment: USA
Privacy Link: http://www.google.com/intl/en/policies/privacy/
Deactivation Link: https://tools.google.com/dlpage/gaoptout?hl=it
Remember you can manage your preferences about cookies through the browser.
If you do not know the type and version of the browser you are using, click on "Help" in the browser window on the top, from which you can access to all the necessary information. If you know your browser click on what you are using to access the cookies management.

Internet Explorer
http://windows.microsoft.com/en-us/windows-vista/block-or-allow-cookies
 
Google Chrome
https://support.google.com/accounts/answer/61416?hl=it
 
Mozilla Firefox
http://support.mozilla.org/en-US/kb/Enabling%20and%20disabling%20cookies

Safari
http://www.apple.com/legal/privacy/
 

Follow Us

Commercial Solutions

    Find out more