Monitoring made easier and more effective!
Tool for automatically creating response quality evaluation reports
Audio recording monitoring,
Do you have this problem?
More than 6% of contact centers listen to recorded audio and monitor* it.
Although monitoring and response quality are important KPIs, there are currently many challenges.
*From the Call Center White Paper 2025
With AmiVoice CQM Assist
Solve it all at once!~POWERD by PERSOL BUSINESS PROCESS DESIGN~
By standardizing evaluation criteria that tend to be dependent on individuals, we can simultaneously stabilize and improve response quality. By shifting high-load, constant monitoring work from manpower to automation, managers can shift their focus to their primary duties, such as analyzing areas for improvement and providing feedback to operators.
Evaluation criteria are clear
We perform objective evaluations based on predetermined keywords and a set of criteria. There is no variation between individuals, so you can be satisfied with the results.
Easily evaluate many calls
There is no need to spend time listening to recorded calls again, and the text data is automatically analyzed, allowing for more monitoring.
No need to listen to audio recordings
All calls are automatically transcribed, so there's no need to listen to a large amount of recorded audio. *You can also check the audio.
Professionally created evaluation criteria available
Based on the "HDI Support Center Analyst (SCA)" proposed by HDI-Japan, we use evaluation indicators developed by Persol Business Process Design Co., Ltd., enabling evaluations based on advanced standards.
What is AmiVoice CQM Assist?~POWERD by PERSOL BUSINESS PROCESS DESIGN~
This feature automatically scores and evaluates transcribed call data based on pre-defined keywords, and generates reports. It is an optional feature of AmiVoice Communication Suite.
1. Personal evaluation
The grade display clearly shows what you have done well and what you have not done well.
The system is designed to calculate an overall score and a score for each evaluation indicator. If the response is satisfactory, the score will be "3.5" or higher, and if there are issues, the score will be less than "3.0".
2. Check the conversation content
You can immediately check the actual conversation content.
Clicking on the transition section in the personal report will take you to the call details screen of AmiVoice Communication Suite, where you can immediately listen to the actual conversation.
3. Overall evaluation
The organizational report allows you to see the overall evaluation at a glance
The organizational report (monthly) allows you to see the overall score, index score, and score distribution at a glance.
Benefits
By utilizing CQMAssist, productivity is significantly improved compared to conventional manual evaluations. Standardized evaluation criteria enable quantitative evaluations, reducing variations in evaluations, contributing to accurate feedback to operators and improving their motivation.
Reduce the burden and improve quality.
Why not start operating a next-generation contact center?
The effects are shown in numbers! 2-piece document set.
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