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New Global Contract

CyberTech announces a 6,000 Channel installation at a top 5 Global bank
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Newsletter Q2-2010

The latest free Newsletter.
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Cisco Compatible

Interoperability testing with Cisco Unified Communications Manager is successfully completed.
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CallMiner Partnership

CallMiner forges reseller partnership for integrating Essentials Speech Analytics.
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An agent's performance has a direct effect on a customer's experience. The better agent's performance, the higher the customer satisfaction. Most companies recognize this, in fact, in a recent survey, more than 80% of companies say they want to improve the way agents handle customer interactions. Yet most centers still approach agent improvement in a traditional way which does not close the loop on connecting what happened in the past to drive better performance in the future.

A new approach that is analytics based can provide the tools to effectively evaluate key agent performance metrics, deliver targeted and personalized training efficiently, enable agents to self-asses and self-correct, and ultimately shift the evaluation of performance from an efficiency focus, to one that is more about effectiveness


The CyberTech Evaluation Application is a fully integrated, browser-based Quality Monitoring tool for call recording and evaluating calls and screens. It identifies areas where performance can be improved and will play an important role in enhancing the delivery of the highest levels of customer service. Using the same intuitive user interface as other CyberTech systems, it makes the creation of individual projects and campaigns a simple process.

 
CyberTech Essentials, powered by CallMiner, brings the power of Speech Analytics to small-and-medium-sized businesses that operate single site contact centers.


Learn More:
 Speech Analytics  ROI Case Study
 Mobile Phone Recording







Tags

call recording , voice recording , communication recording , screen recording , optimized solutions , quality recording , speech analytics ,workforce optimization , call logging , voice logging
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