PerformanceEdge® Quality Management provides robust call logging (full-time call recording), speech analytics and agent quality coaching capabilities that help you derive value from the knowledge you gather with every customer interaction. It helps drive improvements to people and processes by allowing you to easily evaluate agent quality performance, identify and act on important customer trends and meet compliance guidelines (such as PCI DSS).

By simplifying the quality management process, PerformanceEdge Quality Management can help your organization:

• Reduce costs through improved agent quality performance and first call resolutions.
• Increase cross-sell and up-sell revenues.
• Easily evaluate and coach agents to improve their effectiveness.
• Deliver a repeatable, best-in-class customer experience.
• Ensure regulatory compliance and reduce litigation risks.
• Identify and act on trends in customer satisfaction, agent performance and sales and marketing effectiveness.