Average Ratings 0 Ratings
Average Ratings 0 Ratings
Description
Caliber’s EPIQ Integrated Quality Management platform distinguishes itself from the multitude of standard quality solutions available today. With its exceptional and comprehensive integrations and functions across various departments, Caliber significantly enhances the quality management experience, making it unparalleled in its capabilities. Furthermore, this innovative platform extends beyond conventional quality management needs, establishing a robust foundation for quality metrics, performance analytics, Continued Process Verification (CPV), and Product Quality Review (PQR). While numerous companies are making substantial investments in automation, challenges still exist regarding the effective exchange of information among departments. The Quality Assurance teams are tasked with understanding the implications of deviations across different areas, necessitating that both planned and unplanned changes undergo thorough analysis and resolution involving multiple departments. To effectively mitigate risks, the significance of interdepartmental transactions cannot be overstated, emphasizing the need for cohesive collaboration in quality management processes. This integrated approach not only streamlines operations but also enhances overall organizational efficiency.
Description
Empower your team members, including supervisors, trainers, Quality Assurance personnel, and agents, to enhance customer interactions effectively. Utilize a user-friendly platform to review both live-monitored and recorded calls, along with synchronized voice and screen recordings. Automatically assess interactions to uncover actionable insights that can significantly boost service quality. Evaluate call-handling proficiency and ensure agents are following established scripts and procedures using advanced call center quality management software. Simplify team performance management with an intuitive interface that allows you to listen to, watch, assess, and score agents while providing constructive coaching and e-Learning opportunities. Equip your agents with packaged call content and e-Learning materials that drive improvements in key performance indicators (KPIs) through timely, relevant, and consistent feedback. Conduct evaluations in a streamlined, efficient manner to prepare agents for success by offering comprehensive performance reports that highlight areas for growth and excellence. By focusing on these strategies, you can create a culture of continuous improvement within your call center.
API Access
Has API
No
API Access
Has API
No
Screenshots View All
No images available
Integrations
Assure-IQ
Yes
Calabrio Quality Management
No
Docs-IQ
Yes
IBM Apptio
No
Integrations
Assure-IQ
No
Calabrio Quality Management
Yes
Docs-IQ
No
IBM Apptio
Yes
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Deployment
Web-Based
No
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
Yes
Mac
Yes
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
Yes
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
No
In Person
No
Vendor Details
Company Name
Caliber Technologies
Founded
2001
Country
India
Website
caliberuniversal.com/solutions/enterprise-platform-for-integrated-quality/
Vendor Details
Company Name
Serenova
Founded
2013
Country
United States
Website
www.serenova.com/products/telstrat/recording-quality-management/
Product Features
Quality Management
Audit Management
No
Complaint Management
Yes
Compliance Management
No
Corrective and Preventive Actions (CAPA)
Yes
Defect Tracking
No
Document Control
Yes
Equipment Management
Yes
ISO Standards Management
No
Maintenance Management
No
Risk Management
No
Supplier Quality Control
No
Training Management
Yes
Product Features
Quality Management
Audit Management
No
Complaint Management
No
Compliance Management
No
Corrective and Preventive Actions (CAPA)
No
Defect Tracking
No
Document Control
No
Equipment Management
No
ISO Standards Management
No
Maintenance Management
No
Risk Management
No
Supplier Quality Control
No
Training Management
No