Analytics-Based Quality Assurance and Analysis for Call Centers and Enterprises

OnviCord Excella Plus Automated Quality Assurance and Analysis
In today's business environment every call with customers contains valuable information regarding training, liabilities, opportunities and business intelligence. Such critical insights are often undiscovered by contact centers and enterprises due to the impossible task of using personnel to monitor and analyze a massive call volume. OnviSource is offering Excella Plus to automate monitoring and analysis of every call without adding personnel. Excella Plus integrates Explora Speech Analytics with Excella QA to deliver automated mass monitoring and analysis of recorded interactions. Analytics-based QA uses the automation of speech analytics to discern which recordings require review, eliminating hours of unproductive listening time up front. Thus, users identify only those recordings that require a more in depth analysis by QA personnel for compliance, discovery and quality management. What's more, users can cost-effectively uncover invaluable information to capitalize on:
Targeted Training New Opportunities and Insights Potential Liabilities Business Intelligence
Benefits of Analytics-Based QA
Monitor and analyze every recording faster and more accurately than manual efforts Identify only those calls that require a manual quality assurance review, freeing supervisors to focus more time on training Reduce the expense of personnel required for compliance, discovery and quality management Economically uncover actionable knowledge, opportunities or liabilities and produce clear insight related to agent performance and compliance adherence Provide near real-time reporting for gathering and sharing feedback with agents, management and other departments across your enterprise
Excella Plus Advantage Program
OnviSource offers a special service program called Excella Plus Advantage Program to assist customers with the challenges of implementation, deployment and ROI recognition. Assistance includes ROI analysis, application analysis, project planning, customization, pilot programs, hands-on training, as well as, business continuity and assurance measures.