Agent Performance

Performance Evaluation
Contact centers and organizations needing to monitor and evaluate agent performance will want our unique OnviCord Web evaluation tool. Its customizable scoring templates are unique because they're unlimited and easy to create. A split screen allows supervisors to work through a template while listening to a call and/or viewing video simultaneously.

Capture the entire transaction to better understand how thoroughly and efficiently agents are managing calls using Screen Capture. Record computer screen activity (in color or our patented grayscale) simultaneously with the associated voice recording. Monitor both live with OnviCord Monitor!

Performance Management
Handle larger call volumes and bring the efficiency of intelligent predictive dialing into your contact center with OnviCall and OnviCall Dialer.

OnviCall boosts productivity with skill-based routing to local and remote agents for optimal handling and training. Our reader board enables managers to monitor and adjust staffing and call flow based on real time data.

To optimize efforts prior to launching a campaign, OnviScript Miner extracts information from databases and scrubs lists of unwanted data and duplicates based on parameters defined by the user. Agents only work with data that is refined and current.

Structured call flows created with OnviScript Writer, together with data screens, allow agents to quickly work through transactions confidently making each customer experience a pleasant one. As a result, customer and agent satisfaction increases significantly ensuring longer retention of both parties.