Qualtrics has announced Qualtrics Quality Management, an AI-powered, human-assisted quality assurance solution.
The platform surfaces critical insights into the current state of contact centre performance, including agent effectiveness, customer needs, and overall performance.
Fabrice Martin, Chief Product Officer for Qualtrics Customer Care, said:
“Contact center teams must transform their quality assurance and agent coaching programs in order to increase customer satisfaction and agent effectiveness while reducing operational costs and compliance risk.
“No other solution brings together every customer interaction, whether it is handled by an agent or a bot, on a single platform with automatic Intelligent Scoring, coaching insight and integrated workflows needed to provide real-time Quality Management at scale.”
Powered by Qualtrics’ patent-pending Intelligent Scoring feature, Qualtrics QM identifies key attributes for measuring customer service success, such as problem resolution, friendliness, and compliance. The solution then scores interactions in real-time and notifies relevant teams of any violations or negative interactions.