Scale your call center with Virtual QC
An automated call assessment solution based on EM&AI’s proprietary machine learning technologies such as Vietnamese Natural Language Processing (VNLP); Speech to text (STT); Sentiment Analysis & Criteria Mapping
WHY VIRTUAL QC?
Comprehensive Solution
This platform was built for the purpose of monitoring and measuring service quality exclusively for call centers
Speaker Diarization
Supports voice separation of customers and employees for more accurate evaluation results
Easy To Use
Friendly interface, intuitive, easy to use for everyone and really quick to deploy
Work Well With Low Quality Audio
Virtual QC system can handle input data with low sound quality caused by contact center working environment
Customized Model
EM&AI provides a platform to help businesses easily train and customize models according to their needs
Seamless Integration
Integrate seamlessly to CRM, database, contact center software to get livestream data. Evaluate and deliver results in seconds
FEATURES
Automatic Agent Evaluation
Evaluate and score automatically the agents by using NLP and sentiment analysis technology.
• Analyze the content of the conversation and compare it with the criteria set to produce the results.
• Identify the emotions of the agent/customer through detecting emotional vocabulary and amplitude anomalies of voice.
• Showing evaluation results from overview to details.
Automatic Agent Evaluation
Evaluate and score automatically the agents by using NLP and sentiment analysis technology.
• Analyze the content of the conversation and compare it with the criteria set to produce the results.
• Identify the emotions of the agent/customer through detecting emotional vocabulary and amplitude anomalies of voice.
• Showing evaluation results from overview to details.
Transcription
Speech To Text technology helps convert audio files into the text to help to grasp easily the content of the call. Besides, automatically distinguish who is speakingby using speaker diarization technology.
Transcription
Speech To Text technology helps convert audio files into the text to help to grasp easily the content of the call. Besides, automatically distinguish who is speakingby using speaker diarization technology.
Criteria Setting
The feature allows businesses to activate existing criteria or add new sets of evaluation criteria suitable for the business.
• Intuitive & easy to use criteria generator – a standard set of criteria.
• Division of evaluation items, easy management.
Criteria Setting
The feature allows businesses to activate existing criteria or add new sets of evaluation criteria suitable for the business.
• Intuitive & easy to use criteria generator – a standard set of criteria.
• Division of evaluation items, easy management.
Extract Key Information
Natural language processing allows the system to detect & extract important information appearing in the content of the call such as customer name, service name, phone number, address …
Extract Key Information
Natural language processing allows the system to detect & extract important information appearing in the content of the call such as customers’ name, service’s name, phone number, address …
Reports & Forecasting trends
Reports in the form of tables and visual charts allow supervisors to focus their attention on the factors that determine the quality of a call center:
• The agent does not work effectively & needs to improve.
• Weaknesses of the agent through detailed statistics.
• Common mistakes provide a bad experience.
• Potential risks affecting switch board quality.
Reporting & Forecasting Trends
Reports in the form of tables and visual charts allow supervisors to focus their attention on the factors that determine the quality of a call center:
• The agent does not work effectively & needs to improve.
• Weaknesses of the agent through detailed statistics.
• Common mistakes leading to bad experience.
• Potential risks affecting the quality of switchboard.
Comments & Coaching
Add comments for each criterion as well as each agent’s dialogue.
• Provides personalized feedback, dig into specific moments in the call impacting CSAT.
• Prepare targeted coaching session with context and ensure every comments are relevant to that agents.
Commenting & Coaching
Adds comments for each criterion as well as each agent’s dialogue.
• Provides personalized feedback, dig into specific moments in the call impacting CSAT.
• Prepares targeted coaching session with context and ensure every comments are relevant to that agents.
CASE STUDY
Cocall Contact Center
“Your company is TRULY upstanding and UNIQUE. More than 100,000 calls quality assessment per month now I just do it with one click”
TRUSTED BY
AND 100+ BUSINESSES
DISCOVER INSIGHT, REDUCE OPERATION COST WITH VIRTUAL QC
DISCOVER INSIGHTS, BE IN CONTROL WITH VIRTUAL QC
