Quality Management (QM) performance within your contact center results in satisfied customers, profitability, and increased revenue for your business. Give your employees what they need to ensure customers get what they want.
Your customer is judging every interaction with your business. Shouldn't you?
With solutions powered by market-leading QM solutions from Verint, Calabrio, and others, Five9 automates the QM process from start to finish, whether your agents, supervisors, and quality managers are remote or sitting in your contact center.
Want to see happier customers and better business outcomes? Implement closed-loop quality management and watch your customer satisfaction rates soar.
Launch your quality monitoring program with interaction recording. When you record customer interactions, you're setting up your agents for future success. It's also a great way to verify sales transactions, resolve customer issues, ensure agents’ adherence to procedures and policies, limit liability risks, and help to comply with regulatory requirements.
When you inspire agents to achieve peak performance and give them what they need, great results will follow. Five9 agent performance features give you the tools to execute your program, including:
Improve on just about everything—customer retention, sales performance, efficiencies, customer satisfaction, first contact resolution, and more—with a complete quality optimization workflow that includes:
The Payment Card Industry Data Security Standard (PCI DSS) requires that stored audio recordings not include sensitive authentication data, including credit card validation codes (CAV2, CVC2, CVV2, or CID).
PCI Audio Trim – Powered by Authority helps you comply with this requirement by allowing you to redact sensitive audio from call recordings prior to storage.