To be successful in today’s competitive contact center landscape, you must evolve past the traditional spreadsheets and manual data input. The migration to cloud-based solutions that can better align with an organization’s short- and long-term business goals is in full swing. NICE CXone QM automates and optimizes your quality processes with simplicity, flexibility and cost-efficiency.
With the ability to monitor all individual interactions as well as trends, you can better coach agents and modify their behavior to deliver better customer service. You can automatically receive interactions for evaluation based on your business preferences.
Prevent cherry-picking
Assure equal workload balancing
With a variety of customizable dashboards you can manage from the big picture to the smallest detail. Compare scores, evaluate workloads, monitor the performance of group, view trends over time periods, compare to others or drill down to individual employees.
Customize forms with an easy drag-and-drop form builder. Our question bank makes it simple and quick. Automate the distribution of your evaluation, calibration or coaching forms according to your quality plans. Select interactions for evaluation based on business-driven rules.
Eliminate the upfront capital expenditure, maintenance and upgrades associated with building or running your own on-premise solution. With our pay-per-use model, you can scale to meet demands and realize significant savings and ROI.
In an effort to create a seamless experience across your entire organization, we created NICE CXone WFO, a workforce optimization suite of solutions that includes CXone QM. Start with the components you need immediately and add services to scale with your business requirements.
