With Genesys Quality Management you can record and automatically analyze every conversation, measure agent skills against objective criteria and gain a true understanding of every agent’s performance. You can even identify key skills of successful agents and use that information to increase results across your contact center.
Automatically evaluates 100% of conversations across all channels of contact and any recording system, drastically increasing efficiency and effectiveness.
Offers traditional Quality Management capabilities, such as forms and scoring of randomly sampled calls that have been recorded by Genesys Call Recording.
Tightly integrated to SIP Server, enables centralized management of call recording across your organization.
Captures employee screens, enabling a more complete evaluation of processes, applications, and the performance of individuals or groups throughout the organization.