The Menu
Features carefully prepared by our chef de cuisine, Klaus, for immaculate quality management and coaching experience.
Quality Assessment
- Sentiment analysis based on natural language processing
- Complexity filter built on machine learning
- Unlimited conversation reviews
- Unlimited peer and self reviews
- Dynamic scorecards with adjustable weights
- Auto-fail grading criteria
- Robust filtering options
- Daily, weekly or monthly review goals
- Agent, grader, manager access
- Multiple rating scales per conversation
- Root cause analysis
- Grading calibration
- Browser extension to review conversation anywhere
- Slack integration
- Webhooks for immediate notification of critical fails
Performance Management and Coaching
- Pins for coaching
- Agent access and dashboard
- Dashboards for spotting trends and measuring performance
- Internal Quality Score KPI
- Reports for comparing agents, teams, BPOs
Integrations and Data Management
- 16 integrations with CRMs and help desks
- Data warehouse integrations
- On-request integration development
- Easy API
- CSV export
- Dedicated customer success manager
All meals come with bullet-proof security features, including:
- SOC 2 Certification
- OAuth
- SAML Single Sign-On (SSO)