Customer experience measurement
Call centers are constantly interacting with third parties. Anytime and anywhere access to delivered service with top quality is a critical issue for a company’s customer care unit.
Manage each communication stacks’ availability, so that customers quality of experience shall be optimal by providing accurate answers, avoiding audio quality issues or applications timeouts.
QualiStream helps call center platforms to control the technical performance of their activity, from any location, for any type of interaction: Voice, IVR, ACD, CTI, Multi-channel, Visio & Mobile.
Voice & IVR monitoring
- Validation of all incoming audio streams
- Psycho acoustic speech quality measurement
Key performance indicators
- Call cut-off & completion rate statistics
- CRM apps loading & browisng performance
Work apps’ interaction
- ACD strategies’ validation
- CTI performance management
Multi-channel Customer Relationship assessment
- Video, Mobile, Web, Mail, Chat, Fax
- Complex trans-technologies scenarios