Authenticx has launched a quality management solution to help healthcare contact centres gather agent performance insights.
The new solution pairs well with other Authenticx solutions such as Smart Sample, which collates insights from customer interactions.
Amy Brown, Founder and CEO of Authenticx, said: “Healthcare organizations are always looking to improve quality but reviewing processes and patient feedback is an arduous process without the help of technology like machine learning."
"It's not easy for a human to translate unstructured data, like call recordings, into something both actionable and scalable. Not only have we made this possible at Authenticx, but our new quality offering advances the layers of insights to deliver improved QA scores, onboarding examples for new customer service agents and feedback for agents post-interaction to improve their skills.
“In launching this quality solution, we're marrying qualitative and quantitative data so healthcare organizations can create the best, most empathetic patient experience possible."
To increase efficiency, the quality management solution reduces onboarding time and provides auto-scoring of agent conversations.
