CYF Quality Description
Using this software, you can develop one or multiple QA scorecards to assess customer service, which allows you to produce a quality score for the agent along with insights regarding their service performance. This evaluation, combined with your observations and a concluding comment that includes suggested actions or recommendations, constitutes the feedback. However, merely reading a chat transcript or listening to a call recording may not provide a complete understanding of the customer interaction. By recording the agent's screen, you can uncover valuable insights that may otherwise be missed. If supervisors need to implement feedback for the agents, they can do so through CYF Quality, but there's an additional requirement; agents must provide their feedback passcode to proceed with this process. This extra step ensures that the feedback is secure and appropriately managed.
CYF Quality Alternatives
CallShaper
A Complete Call Center Package
CallShaper’s cloud-based software solution for call centers keeps things simple.
With CallShaper, inbound and outbound call center directors have a simple, dynamic, and flexible platform for efficient call management.
CallShaper is designed to reduce costs and increase ROI in Call Centers. CallShaper works with businesses to increase contacts, track agents' performance, manage leads and sales processes, and maximize contacts. Managers can use the drag-and-drop interactive Voice Response (IVR) editor to transfer calls to third parties and other recipients based upon agents' availability, type, and time.
CallShaper lets call centers analyze databases to determine landline or wireless leads, Do Not Call list numbers, and call abandonment rates whilst helping customers to maintain compliance with Telephone Consumer Protection Act (TCPA) regulations. Supervisors can import leads by uploading files in bulk and agents can utilize call scripts to communicate and resolve clients' queries. Using predictive and preview dialers, marketing agents can automate call handling processes and review lead information before client interactions.
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QEval
QEval is a cloud-based platform designed to help call centers manage quality assurance and compliance needs effectively. It offers key features such as integrated online coaching for agents, role-based access controls, encrypted recordings, and detailed trend reporting. As a versatile and intelligent contact center quality monitoring and performance management tool, QEval utilizes advanced artificial intelligence and real-time speech analytics to provide actionable insights and analytics. The platform streamlines the coaching process by delivering training updates and offers enhanced visibility into coaching practices, moving beyond outdated methods of mere checkbox evaluations. By leveraging AI-driven speech analytics, QEval uncovers valuable performance insights, including emotional cues, to improve call center quality monitoring and foster more impactful agent coaching.
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XCALLY
XCALLY is an easy-to-use, scalable, and fast-to-implement Omnichannel Contact Center software.
It provides many tools essential for your call center activities, in addition to Omnichannel modules.
- IVR designer and Predictive Dialer. Scripting tool. Dashboards, Realtime panels, Analytics for administrators and supervisors.
- WebRTC, Windows Softphone and Omnichannel unified Web GUI for agents.
XCALLY can be integrated via API with many external products, providers, and technologies like ticketing systems, CRM, ticketing system, AI tools, bots and TTS.
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EvaluAgent
Our Quality Assurance Platform is designed to empower Contact Centers like yours in enhancing the experiences of customers, agents, and users alike for greater success. By answering a few straightforward questions, you can discover your current position on the path to Smart Quality, and we will offer tailored recommendations to elevate your QA practices. Reduce risks by consolidating customer feedback, performance metrics, and text analytics to swiftly pinpoint conversations that need your focus. Seamlessly integrate and retrieve conversations, survey feedback, and performance data within the most comprehensive QA and improvement platform available. Automatically score every call, email, and chat interaction to identify breaches in customer experience and compliance. Customize your own signals and filters to direct specific conversations to your QA team for thorough evaluation and analysis of root causes. Create actionable reports that your business can effectively utilize. Additionally, illustrate the return on investment by tracking how your QA initiatives enhance efficiency, drive sales, and boost both customer and employee satisfaction levels. By leveraging our platform, you can not only maintain high standards but also foster a culture of continuous improvement within your organization.
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Pricing
Pricing Starts At:
$699 per month
Free Version:
Yes
Integrations
No Integrations at this time
Company Details
Company:
CYF Technology
Year Founded:
1991
Headquarters:
Brazil
Website:
cyf.com
Media
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Product Details
Platforms
Web-Based
Windows
Mac
Types of Training
Training Docs
Customer Support
Business Hours
Online Support
CYF Quality Features and Options
Call Center Software
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
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