Reduce the high cost of escalations and retain and gain customers with Quality Management, a tool for monitoring and training agents to deliver superior quality customer service.

Key Benefits
Ensure service quality
Decrease escalation rates
Improve agent training
Retain loyal customers
Meet legislative requirements for call recording 

Features
Silent monitoring - Review agent calls to offer the best possible support and training
to retain and train excellent agents.
Call whispering - Enable supervisors to listen and offer advice to agents without the
customer hearing.
Call recording - Save complaints and abusive calls to be used for training, quality, or
audit purposes for continuous improvement of your call center.
Advanced routing capabilities - Assign, push, or reserve calls for specific agents based
on skills, including language, product expertise, level of service, or customer profile.
Parking - Park active interaction to another agent.
Integration with business applications - Seamlessly integrate Quality Management with
front- and back-end applications such as GoldMine® and HEAT® as well as other CRM,
service management and ERP systems.

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System Requirements
SIP Hardware
RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used

Computer Hardware
CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
512 MB RAM
2GB HDD
XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required

Required Software
Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
TCP/IP configuration (domain membership is recommended, but is not required)
Internet Explorer® 6.0 or higher

Optional Software
SAPI5-compliant Text-to-Speech (TTS) engine(s)
ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
See the checklist for information regarding installation of optional software