Hubicus Quality Monitoring Description
To enhance customer experience management and execute a successful action plan, it is crucial to assess various communication channels such as calls, emails, and chats while gathering satisfaction data throughout both the client and employee journeys. This process involves defining and implementing specific action plans based on the gathered insights. For decision-makers and service providers, evaluating the quality of customer relationships ranks among the highest priorities. Hubicus presents a comprehensive SaaS solution that incorporates three interconnected strategies: Quality Monitoring, which involves compliance assessments of processes; Feedback Management, which focuses on multi-channel surveys; and Skills Development, including knowledge quizzes and the management of employee competencies. The Quality Monitoring feature allows users to establish personalized criteria and evaluation frameworks, select the specific interactions they wish to assess, and subsequently analyze and disseminate findings. With an extensive array of advanced features, Hubicus Quality Monitoring supports an unlimited number of criteria, ensuring tailored assessments that address various needs. The continuous improvement of customer experience hinges on the insightful analysis provided through these tools.
Hubicus Quality Monitoring Alternatives
The SBS QMS Suite consists of 5 software modules that work together for efficient Quality compliance:
1) SBS Quality Database
- CAPA / 8D corrective and preventive actions (CAR) with root cause analysis
- Nonconformance management
- Risk analysis including FMEA, SWOT, interested party risk register
- Internal, customer, and third-party audit management
- Environmental Health and Safety (EHS / HSE) management
2) SBS Ground Control
- Employee training management (LMS)
- Self-Paced training
- Change control
- Document control
3) SBS Asset Tracking Database
- Calibrated equipment control
- Preventive maintenance
- Asset inventory management
4) SBS Inspection Database
- Record incoming material, in process, and final product inspection data
- Generate real time SPC charts
- Inspection plans and Control Plans
- Archive data for further statistical analysis
5) SBS Vendor Management
- Maintain an approved vendor list or AVL
- Develop vendor / supplier qualification plans
- Maintain vendor / supplier qualification history
Modules may be purchased separately or in any combination.
On-premise and cloud-based options are available.
Free demos are available for download or contact us for a cloud-based demo.
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Contact center QA teams evaluate 1 to 5% of calls manually. QEval eliminates that bottleneck by applying AI speech analytics and automated scoring to 100% of interactions across voice, chat, and email, using a classification engine trained on 138M+ real conversations.
Capabilities span quality monitoring, compliance detection for PCI, HIPAA, and GDPR at 98% accuracy, sentiment analysis, keyword identification, agent coaching workflows, performance gamification, and predictive analytics across 110+ configurable dashboards. Quality scoring runs at 94% accuracy with zero manual intervention.
Deployment takes 30 days. Industry standard is 90 to 120. No disruption to live operations. Etech Global Services built QEval from two decades of running Fortune 500 contact centers in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA leaders and operations teams scaling coverage without adding headcount.
QEval also provides call recording management, screen capture, custom evaluation forms, calibration tools for QA consistency, root cause analysis, trend identification, and automated alert systems for compliance breaches. The voice of customer module tracks customer sentiment across touchpoints to identify service gaps and training opportunities. Real-time monitoring lets supervisors intervene during live interactions. Role-based access controls, audit trails, and data encryption ensure enterprise-grade security. QEval supports multi-site and multilingual contact center environments with centralized reporting across locations.
API integrations connect QEval with existing CRM, telephony, and workforce management systems. Automated report scheduling delivers insights to stakeholders without manual effort.
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OptiOp
The initial phase involves measurement, where we observe that clients frequently assess the customer service provided by their teams by listening to phone calls, analyzing chat interactions, or reviewing posts on social media platforms like Twitter and Facebook. However, the results are often documented in spreadsheets, leading to a situation where, after several weeks, extracting useful insights becomes so cumbersome that the quality program falters. OptiOp simplifies the process by enabling users to effortlessly create and maintain evaluation forms, conduct swift assessments across various skills and communication channels, provide feedback during employee meetings, and keep track of action items. It also measures the time taken to deliver feedback and ensures employees acknowledge receipt of that feedback. Additionally, you can utilize the chatbot feature to request a demo of the service. Furthermore, the advantages extend beyond basic measurements—consistent application of both measurement and feedback is crucial, which is why OptiOp facilitates efficient calibration sessions, uniting your evaluation or quality assurance team for better collaboration and improved outcomes. This comprehensive approach not only enhances service quality but also fosters a culture of continuous improvement within your organization.
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ARMATURE Fabric
ARMATURE Fabric™ provides a comprehensive solution for overseeing your accreditation, certification, credentialing, audit, quality, and compliance processes all within one cohesive platform. By utilizing our software, you can enhance efficiency, improve security, and deliver superior service to your stakeholder communities.
No matter if you are working with institutional, programmatic, or specialized accreditation programs, certifying various individuals or organizations, conducting thorough audits, or addressing non-conformances, ARMATURE Fabric streamlines these activities for both you and your stakeholders, ensuring a more productive experience.
Our cloud-based software ensures data collection through a variety of methods, including online applications, assessments, audits, inspections, surveys, and self-evaluations. Additionally, it allows you to handle workflows related to accreditation, certification, audits, and compliance while efficiently managing documents and identifying issues. With features that enable reporting and trend analysis, ARMATURE Fabric empowers organizations to proactively adapt and improve their practices.
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Pricing
Pricing Starts At:
$200 per user, per year
Free Version:
Yes
Free Trial:
Yes
Integrations
No Integrations at this time
Company Details
Company:
Hubicus
Year Founded:
2007
Headquarters:
France
Website:
www.hubicus.com
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Product Details
Platforms
Web-Based
Types of Training
Training Docs
Live Training (Online)
Webinars
Customer Support
Business Hours
Online Support
Hubicus Quality Monitoring Features and Options
Quality Management Software
Audit Management
Complaint Management
Compliance Management
Corrective and Preventive Actions (CAPA)
Defect Tracking
Document Control
Equipment Management
ISO Standards Management
Maintenance Management
Risk Management
Supplier Quality Control
Training Management
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