KnoahSoft has released version 4.0 of its Harmony workforce optimization (WFO) suite for hosted contact centers and features improvements in real time speech analytics as well as offering PCI compliancy.
The solution aims to improve productivity and quality through advances in mobility capabilities, real-time speech analytics and desktop analytics. Additionally, 4.0 has a new Harmony Xpress offering can reduce the total cost of ownership for customers with up to 100 seats by delivering a version of Harmony with an embedded SQL database free of charge, the company said.
Thanks to a downloadable application available on Android and Apple IOS devices, smartphone users can now use Harmony 4.0 via their mobile device. The application offers the ability to participate in live silent monitoring of phone calls and provides access to a real-time dashboard with call and agent related metrics.
Harmony 4.0 also uses the latest advances in real-time speech analytics to assess in-progress calls and send instantaneous notifications to a designated Harmony workstation, mailbox or mobile phone. This enables call center supervisors to intervene and correct an issue as the interaction is taking place. Enhanced widgets also benefit both managers and agents by providing live prompts and alerts.
Additionally, the upgraded solution is features improved desktop analytics, which provides enhanced PCI compliance to automatically mute and mask screen captures focused on confidential information like credit card data. In addition, Harmony 4.0 automatically detects the start and end of chat, email and back office transactions and triggers the appropriate KnoahSoft API for agent desktop screen captures.