QA5 technology uses advanced voice analysis for quality monitoring and scans through all ongoing calls in your call center to identify the ones that are mistreated, in real-time or immediately after.
Know Your Call Center™
Statistics show that out of every 100 calls taking place, 1 to 5 are mistreated. Randomly listening to calls is therefore very ineffective and the alternative of waiting for customer to complain is simply not a valid option in today’s competitive market.
Alerts can be sent using graphical indication on the supervisor’s screen, SMS, or even automatically connecting the manager to the ongoing call.
By integrating the QA5 technology SDK into your call center solution, managers can receive immediate alerts when a call is not handled properly, saving managers time listening to other properly managed calls, and making optimal use of your managers’ expertise.
QA5 offers a standardized set of measurements to properly evaluate the agents’ performance and customers’ satisfaction, automatically, and with minimal hardware resources consumption. The aggregated data is used for automated report generation and standardizing your KPI (Key performance indicators).
Customer Interaction Insights
Automated suggestions and reports
Real time monitoring and immediate warning
Provide managerial “snapshots” for daily KPI
Call archiving and reaction based data mining
Improved sales and marketing tools
QA5 is based on Nemesysco’s unmatched patented voice analysis technology using universal set of uncontrolled indicators taken from the human speech. QA5 is equally effective in all languages and requires no tuning for “dictionaries” or “negative” words.
Please note: QA5 is made to analyze and reveal REAL and GENUINE emotions and will not detect simulated emotions by actors.
Immediate & Objective KPIs
QA5 will start producing emotional readings right away, and there is normally no need for tuning and dictionary settings - As the emotional states are universal, QA5 is language agnostic!
It identifies the emotional components without relying on spoken words or even expressed tonality.
Get real-time alerts when your customer is getting angry!
Using QA5 in real time systems, your system will automatically detect negative emotions across all ongoing calls to direct supervisors’ attention and maximize their productivity.
Assist your agent, save your customer!
Proven and immediate effect on major KPIs
Set Your Focus on
In post-processing mode, QA5 primary goal is to quickly identify mishandled calls for managers to take afermative action on time and improve agents’ training.
Automated generation of unbiased reports measuring overall site, group and individual performance over time
Identify optimization structures for workforce shift management
Identify various warning signs earlier and faster
Automatically reward agents’ good performance
Build Today for a Solid Tomorrow
QA5 technology can be used to assist sales to:
- Collect - collect emotional profiles in the CRM system
- Analyze - add BIG DATA analysis to identify emotional interactions and find “CulturalEmotional based” optimal matches
- Match - match the most suitable agent to the customer’s emotional profile
- Offer - offer the most suitable products, by the most suitable agent, at the most suitable time!