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Description
Enhance connections, foster loyalty, and generate significant results throughout the organization. By automating the processes of recording and reporting, as well as simplifying evaluations, you can dedicate more time to mentorship and leadership. Establish quicker feedback mechanisms to inspire and energize agents. Leverage advanced analytics to ensure your focus is directed to the most critical areas. Allow customer feedback to guide the creation of exceptional and consistent experiences. Filter out distractions and hone in on the insights necessary to achieve your contact center objectives and enhance business success. Quality managers play a crucial role in observing and training staff, regardless of whether they work remotely or onsite. This responsibility includes conducting routine assessments and training sessions to promote effective customer interactions while keeping an eye on trends and ensuring adherence to regulations. For organizational leaders, implementing a robust quality program is essential for maintaining employee enthusiasm and ensuring customer satisfaction. With Calabrio Quality Management, you gain insight into the entire experience of both agents and customers, paving the way for continuous improvement and excellence in service delivery. In this way, the dual focus on quality and engagement sets the stage for sustainable growth and success.
Description
USAN Realm™ revolutionizes the way your contact center operates. More than just an addition to Amazon Connect, Realm represents a significant step forward in enhancing agent engagement, facilitating swift deployments, and fostering customer-focused innovation.
By amplifying the capabilities of Amazon Connect, USAN Realm delivers a comprehensive platform designed for the quick establishment of contact centers and the pursuit of groundbreaking ideas. This enables businesses to achieve quicker returns on investment and leverage the latest AWS services while keeping pace with customer expectations.
With USAN Realm, you can effortlessly establish a cohesive experience by integrating with top CRM systems, managing interactions across multiple channels, utilizing AI-driven insights through Amazon Q, and following detailed guidance throughout the process.
Additionally, you can develop and utilize dashboards to oversee your team, extract meaningful insights from both speech and data for real-time coaching, and empower your frontline personnel to excel in their roles. Furthermore, this innovative approach ensures that your contact center is not only efficient but also adaptable to the ever-evolving landscape of customer service.
API Access
Has API
API Access
Has API
Integrations
Amazon Connect
8x8
Amazon Q
Amazon Q Business
Avaya Cloud Office
Cisco CX Cloud
Five9
Freshdesk
Gladly
Mitel Teamwork
Integrations
Amazon Connect
8x8
Amazon Q
Amazon Q Business
Avaya Cloud Office
Cisco CX Cloud
Five9
Freshdesk
Gladly
Mitel Teamwork
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
No price information available.
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
Calabrio
Country
United States
Website
www.calabrio.com/products/quality-management/
Vendor Details
Company Name
USAN
Founded
1989
Country
United States
Website
www.usan.com/contact-center-solutions/realm/
Product Features
Customer Experience
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
Product Features
Call Center
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Customer Experience
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
Predictive Dialer
Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Capture
Lead Management