SmartCenter

SmartCenter

SmartCenter enables companies to ensure regulatory compliance and mitigate risks, streamline operations, enable a superior customer experience, and improve the effectiveness of sales and marketing initiatives. Together, SmartCenter solutions and products maximize the value businesses generate from their Customer Dynamics— the complex maze of interactions and transactions occurring between customers and organizations across all touchpoints— and drive top- and bottom-line improvements.

SmartCenter platform spans best-in-class capabilities for:

  • Interaction Capture– Reliable, secure multi-channel interaction recording with built-in query, storage and retention capabilities
  • Interaction Analytics– Comprehensive analysis of interactions across multiple contact channels using speech, email, chat, desktop and call flow analytics
  • Workforce Management– Advanced forecasting and scheduling capabilities with built-in multiskill and multisite capabilities
  • Performance Management– Performance dashboards and scorecards for individuals, teams and entire organizations
  • Quality Management– Powerful capabilities to drive end-to-end quality processes, with out-of-the-box KPIs, agent scorecards, advanced query tools, evaluation forms, coaching and report templates
  • Real-Time Guidance– “Next best action” recommendations to agents in real time during phone or chat interactions with customers
  • Customer Feedback– Post-call surveys tied to the specific interactions that influenced customer experiences