e-talk Corporation (Company
Profile, Past
Stories, Case
Studies), the global leader of Performance Impact™ solutions for contact centers, today announced the latest version of its quality management platform,
etalk Qfiniti 1.5™. Contact center quality teams are demanding an enterprise-class solution as they streamline processes and increase productivity across all touch points
of the contact center. Qfiniti’s newest release empowers contact center managers with flexible monitoring and evaluation capabilities that automates time-consuming tasks.
Leading analyst firm, Frost & Sullivan, recently ranked etalk as market share co-leader in the global quality monitoring software market for the first quarter of 2003.
Because of etalk’s market success and track record for innovation as demonstrated in the innovative features in Qfiniti, Frost & Sullivan awarded etalk its annual
“Product Differentiation Innovation Award”. “etalk’s newest release of Qfiniti is setting the bar for quality monitoring solutions,” said Dick Bucci, Industry Analyst,
Contact Center Solutions, Frost & Sullivan. “The product’s innovative applications help contact centers save time and manage their contact center workforce
more efficiently and successfully.”
Qfiniti 1.5 enhances key features in the areas of business and quality process improvement, evaluation calibration, and remote playback. Combined with Qfiniti’s
unique Active Work activity delivery, Qfiniti 1.5 gives quality managers an efficient tool to monitor, evaluate, and coach contact center agents. New features and
benefits include:
• Enhanced screen recording features to provide usability into desktop activities both inside and outside the call center;
• Online calibration capabilities to help in evaluation consistency and more frequent fine-tuning of the scoring process;
• Simplified management features so that more time can be spent coaching or analyzing quality trends;
• Automated coaching options to increase agent review opportunities;
• Remote playback to keep quality activities on track and ensure that critical recordings can be heard wherever Qfiniti users are located;
• Additional system refinements to improve the ease of installation and on-site support requirements.
“Our 20 years of industry experience has provided us with the insight and the vision to provide our customers with solutions that make contact centers more efficient and
successful,” said Roger Woolley, VP of marketing at etalk. “As the call center becomes a multi-media contact center, the new breed of quality management system
has crossed over from just a monitoring tool to a complete optimizer of the call center. Qfiniti 1.5 provides a resourceful solution for effectively managing contact center
performance.”
About etalk Qfiniti
etalk Qfiniti is a comprehensive Performance Impact™ solution designed to enable enterprise contact centers to deploy proven, scalable quality monitoring and agent
evaluation programs. With Qfiniti, contact centers have the tools to capture telephony and desktop events, evaluate and measure those activities, coach agents, and analyze
its entire quality program.
About etalk
etalk Corporation, headquartered in Irving, Texas, is a global leader of Performance Impact™ solutions for enterprise contact centers. Since 1983, etalk solutions have been
used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers, including insurance, telecom, financial, technology and manufacturing
companies. etalk’s suite of integrated solutions works across multiple contact channels including e-mail, Web, chat or telephone. etalk’s product family includes Qfiniti™,
Recorder®, Advisor™, Expert™, Survey™, and JASS™, which are designed to improve both customer service and the CRM decision-making process. Using etalk’s
advanced contact center technology, companies can achieve higher incremental sales, revenue per customer and overall profits, while increasing customer satisfaction and
loyalty. Privately held etalk operates in more than 40 countries, utilizing a network of partners and distributors. For additional information about etalk’s Performance Impact
tools, visit www.etalk.com or call 972-819-3100.
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