OnviCord Products

OnviCord Excella
Quality Monitoring and Quality Assurance
Improve customer satisfaction, agent productivity, business processes and satisfy compliance requirements using intelligence gathered through OnviCord Excella quality applications. Organizations and contact centers can track Key Performance Indicators (KPI�s) as a means for measuring success of individuals and programs.
Target agent strengths and weaknesses Significantly simplify evaluation processes Train to build a more profitable workforce
Quality Monitoring
Enable supervisors and other authorized users to monitor calls in progress from virtually any location to perform quality monitoring, quality assurance, training, or evaluation. Live Monitoring Monitor a specific channel or seek channels for live voice and screen activity from the desktop with no additional equipment required.
Quality Assurance
Create unlimited custom evaluation templates to easily review recordings for scoring agent performance and confirming compliance criteria. Training based on the assessment of actual calls and real-world situations results in greater productivity and an increase in customer satisfaction. Assess employees� phone skills and knowledge Identify performance strengths and weaknesses Rules-based call selection captures an unbiased, random sample of calls Schedule evaluation queues daily, weekly or monthly Email evaluation results with or without the corresponding recording
A split screen appears on a search results page allowing supervisors to listen to recordings and view video (where applicable) while simultaneously working through scoring templates. Scores can be numerical values, Yes/No answers and single or multiple responses chosen from a default set or defined by the user. OnviCord automatically tallies a final score based on the target score for pass/fail criteria. Scoring values are customizable and can vary for each template created. To further automate the evaluation process, OnviCord uses rules-based call selection to capture an unbiased, random sample of calls per agent. These selections are batched in the form of a search results page for scheduled evaluation by supervisors on a daily, weekly or monthly basis.