GoResponse Telephone Answering Service Staff

Emotional Intelligence indicator launched by Enghouse Interactive

Retro image of male and female business partners reviewing business statistical graphsBusiness information and analytics have become essential for call centres that want to maximise operations and streamline efficiencies. Keeping the customer happy is vital, and BI and big data, when used in the right way, can facilitate high-quality consumer care. Now, Enghouse Interactive has revealed that a new real-time soft evaluator capability is being launched as part of its latest Quality Management Suite (QMS) upgrade.

One of the big features of new tool is that it is the first software solution that is able to provide call optimisation and automated quality assurance for every call that telephone answering services receive. The voices of the agent and customer are evaluated in real time, providing information back to call centre staff so they can improve conversations. The software is able to identify speech volume, stress levels, speech ratio balance, cross-talking and changes in conversational tone. This means that agents will be able to steer conversations in the right direction and keep customers as happy as possible.

The managing director of Enghouse Interactive distributor 5i, Steve Ellis, explained: “This new real-time soft evaluator capability is helping to move enterprises to a new level in terms of the way they interact with their customers through the contact centre. We are really excited to have this functionality as part of our contact centre portfolio in the channel and to be able to deliver the value-add it provides to our resellers.”

Ellis added that the combination of real-time soft evaluators and QMS would offer an increasingly powerful combination of tools.

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