Hotline Consultant

Contact Center 

Success Solutions

Manage and Optimize Your Contact Center Operations

Automated 100% Quality Assurance

Capture interactions and schedule auto-evaluations for 100% QA through unbiased scoring and automated report sharing.

Call & Screen Recording

Capture live calls and agent interactions to monitor QA, compliance and more.

Contact Center 
Success Solutions

Desktop Analytics

Monitor desktop activity, drive workflows and launch next actions in real time.

Automation

Drive workflows in the front and back office and launch next actions in real time.

Intelligent Call Routing

Automatically route calls to the right site, department or agent group equipped to service inquiries on first contact.

Multichannel Analytics

Automated analysis of data and KPIs for QA, adherence, compliance, employee sentiment and productivity.

Optimizing Contact Center Operations

  • Automated QA & Compliance  Management

  • 100% Interaction Analytics

  • First Call Resolution (FCR) Improvement 

  • WFH Audio Quality Monitoring, Analysis, Coaching, Notifications

  • Agent Performance Augmentation through Interactive Robotic Process Automation (RPA)

  • Agent Workload Management through the Addition of Intelligent Virtual Agent (IVA)

  • Process & Workflow Automation

  • Automated KPI Capture, Analysis, Actions

Benefits & Successful Results

  • Increased sampling for QA and compliance to 100% - Generating results from 5% to over 75% - for data-driven insights to inform training, decision making, risk management and more.

  • Up to 50% reductions in repeat calls to improve First Call Resolution (FCR) and reduce payroll costs 

  • Improved productivity through automated transactions and streamlined processes across the front and back office 

  • Growth in revenues through analysis of interactions and customer sentiment for focused sales programs, campaigns and branding 

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We make our solutions work for you with a

Guaranteed Return on Investment (ROI), or you don't pay.

Contact Us

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Call (800) 311-3025

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