iTouch Point uses 2 components again for its quality assurance and call recording processes. First one is SMON which is used for screen monitoring, and NICE allows QA to monitor agent calls to ensure they follow the proper customer assistance procedures.
SMON is a set of MIB extensions for RMON that allow the monitoring of switching equipment from a single management workstation in far greater detail than offered by RMON. iTouch Point has a quality assurance team who monitors the agents using this. they can see a screen shot of the agents computer and see what the agent is typing as key words/how they are doing the search etc. while listening into the call.
NICE
iTouch Point undertakes many thousands of interactions (phone calls, emails, and more) every day. These interactions often contain unrecognized insights which are critical.
offers organizations a powerful strategic solution that can improve customer retention and solve many other business issues. The system’s ability to analyze all aspects of interactions means that it can effectively:
- Flag calls from customers “at risk”
- Help in analyzing campaigns effectiveness
- Identify inefficiencies in the contact center operation
- Enable the organization to take proactive measures to improve overall performance
NICE Perform includes a complete set of Web-based tools to extract, process, analyze and effectively visualize information from customer interactions on a large scale. The information gathered through:
- Sophisticated mining rules
- Analysis engines
- Call flow events,
- Agent screen-activity
- Customer surveys
Together, these resources provide the insights which until now have been unavailable from recorded interactions.
