Enghouse Interactive is enabling enterprise customers of its Quality Management Suite (QMS) to bring more emotional intelligence to bear in their interactions with customers with the launch of a new real-time soft evaluator capability in the latest version of it QMS 2016 software. The new soft evaluator tool is the first software solution, offering fully automated quality assurance and call optimisation for every call. The technology helps encourage agent empathy and gauges the emotional state of both customers and agents by evaluating their voices and improving conversations in real time. The soft evaluator capability can assess live calls to identify incidences of cross-talking, changes in conversational tone, speech ratio balance, speech volume and the stress levels of both parties.
Users can employ the tool to produce scores against each of these criteria either automatically in real-time to be attached to recordings in the QMS or to make them available in a batch format to be assessed and reported on at a later time. The approach helps organisations remain compliant while helping to reduce customer churn and drive up loyalty and satisfaction levels.
Steve Ellis, the managing director of Enghouse Interactive distributor, 5i, said: “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.”
