Using automated, workforce optimization and analytics-based quality
assurance software solutions such as Excella
Center™ software, enables any enterprise utilizing
recorded telephone call interactions and screen capture as a fundamental
business process, the ability to filter large numbers of recorded voice
calls, audio files, and desktop screens automatically. Review or listen
to only those interactions that are a match for producing useful and
actionable intelligence. Excella Center is part of the
OnviCenter 7 Solution Suite>.
Excella Center enables automated voice call recording
and capturing from your customer interactions, such as customer calls,
and agent desktop screen capture and texts. It offers a virtual gold mine
of data that can be utilized to directly address your challenges
including conversations, words, phrases, screen data and other pieces of
information from customer interactions.
Another common problem Excella can help alleviate is First Call Resolution or FCR. No matter how well run your operations and processes are, every contact center gets repeat calls. Industry reports show that only about 65% of inbound calls are resolved on the first call. That means that 35% of customers are forced to call back, sometimes more than twice. Some customers will simply abandon you altogether, resulting in lost revenues, brand erosion, and lost customers. Repeat callers and the issue of FCR is so important, because multiple calls for the same reason account for up to 15% of a contact centers annual budget.
- Automation of speech analytics in call centers to detect only the
voice call recordings that require review
- Screen capture and speech analytics help you uncover compliance or
process flow issues
- User defined rules-based speech analytics searches
- Data is extracted, organized and used to score and evaluate agents
- Create effective and focused training programs and next-best action
- Discover customer sentiment and root causes of customer
dissatisfaction with powerful desktop and speech analytics.
Recording - record 100% of voice interactions; monitor
Capture – simultaneously record 100% of screen
activity and calls; monitor workflow
Assurance - measure essential steps, performance and score
Analytics - monitor and mine 100% of recorded phone
interactions quickly, accurately and reliably for desired words and
phrases; phonetic audio mining engine
Management – front and back office staff
forecasting, scheduling and capabilities such as multichannel analysis,
schedule adherence and performance, exception reports, employee
web-based portal, and much more.
Continuity - Back-up, replication, recovery, redundancy,
load balancing with data-media management, security, user
administration, local and remote location support from a centralized
Still not convinced? If you are not using voice call
recording, or have call recording products from another vendor, our
Excella Center Overlay Solution easily facilitates the
deployment of Excella Plus in your enterprise.
Implementing a desktop and/or speech analytics program may seem like a
challenging project. That’s why we offer the Advantage
Program - assisting you every step of the way: justifying and
selecting the right solution for your needs, implementing it, and
continue working to support your future requirements.
The Advantage Program includes free ROI analysis and trials, project
planning, customization, pilot programs and business continuity-assurance
measures. The end result is a call recording, screen capture and voice
analytics solution that works for you.