CXM Releases Version 5 of Contact Center Quality Monitoring Solution



CXM has released version 5 of its contact center workforce optimization solution which streamlines the quality monitoring process and allows contact centers to adapt to new training and coaching methodologies.

Some of the key capabilities that help facilitate this include: automated workflows, integrated eLearning, robust agent portal with testing and training tools,  email integration for notifying agents of evaluations, and integrated agents response.  

Additionally, CXM automates the agent coaching process, allowing the agents to respond to coaching questions from the evaluation itself. This creates immediate two way communication between the agents and coaches.  Desired results occur faster and the agents are less likely to fall back into old routines. Coaching sessions can then be focused on the results of coaching and agent development.

New features in this release include: enhanced agent portal platform for agent evaluations and eLearning; email agent notifications of pending training or evaluations; agent response capability that stores the agents response with the evaluation and sends a copy by email to email to the evaluator; updated Web user interface for a cleaner, easier user experience; and enhanced call recording capabilities for Avaya, Cisco, Mitel, NEC, Nortel, Genesys, and Zeacom.