Traditional contact centre QA is focused on agent performance only. The opportunity exists to create insights way beyond just the agent performance. Genii has developed the Quantum QA platform that turns your traditional QA function into an Insights Hub which provides agent level, business level, operational level and customer level insights.
Genii leverages Ai to embed intelligence into the Quantum QA sampling engine
Quantum QA Range
Genii Quantum QA is a range of Human + Tech solutions aimed at turning your Quality function into a a mission critical listening post for your organisation using our Quantum Web Based GDPR secure platform to provide these insights.
Our Quantum QA range comes in three options to best suit your needs:
QA Plus provides a Cloud based QA platform with interactive visualisation & reporting
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Agent scores
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Identify training/coaching gaps
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Automated pdf reporting for agents and supervisors
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Close loop QA and training management
Deeper Agent Insights.
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Top call drivers
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Drill down causal factors for Agent performance and effectiveness
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More detailed reports
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Agent coaching & training reports, process & feedback
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Agent performance tracking
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Provides Customer Satisfaction indicators, per agent
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Provides Causal Factors for Customer Dissatisfaction, per agent
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Correlate CSAT with Agent performance
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Provide agent scores for compliance
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Provides causal factors for non-compliance
Deeper Business & Customer Insights.
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Top call drivers
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Business/Brand KPI’s
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Drill down causal factors for Business/Brand performance and effectiveness
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More detailed reports
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Provides Customer Satisfaction indicators
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Provides Business/Brand causal factors for customer dissatisfaction
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Correlate CSAT with business/brand performance
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Provides business/brand compliance risks
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Provides causal factors for compliance failures
See our Product in Action
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