Aspect Quality Management

3.2
(3)

As part of Aspect's workforce optimization suite, Aspect Quality Monitoring offers capabilities to calibrate quality scores to ensure consistency and perceived fairness as well as monitor agents audio and screen interactions in real time. Automate the quality process with advanced analytics to sample 100% of calls and perform ad hoc searches on interactions using keywords and phrases.

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Aspect Quality Management review by Administrator
Administrator
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"Aspect Quality Management (AQM) Review"

What do you like best?

AQM is fairly easy to use and has been reliable on 100% call logging,.

What do you dislike?

Not sure if its the fact that I have been using AQM for over 5 years and have gotten used to it, but can't think of anything I dislike. If there was one thing it might be needing a flag to identify different types of calls (which it may be able to do, I just haven't researched far enough).

Recommendations to others considering the product

AQM is worth taking a look at!

What business problems are you solving with the product? What benefits have you realized?

100% call recording of all calls, including calls where TCPA consent and payment authorization was captured.

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Aspect Quality Management review by User in Government Administration
User in Government Administration
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"Aspect Quality Management"

What do you like best?

Aspect Quality Management is helping our department reviewing, scoring and discussing with agent for better performance

What do you dislike?

it is not plug and play to assist manger and QA's to do their job . always need to work around

Recommendations to others considering the product

it is part of their WFM product

What business problems are you solving with the product? What benefits have you realized?

n/a

What Employee Monitoring solution do you use?

Thanks for letting us know!
Aspect Quality Management review by Administrator in Airlines/Aviation
Administrator in Airlines/Aviation
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"Smart & scalable tool."

What do you like best?

I like that this is a flexible tool that works well on it's own but really comes to life as part of a the wider UIP suite.

What do you dislike?

prone to crashing, but resolution is quick with Aspect Support

Recommendations to others considering the product

see it in action as part of a UIP suite.

What business problems are you solving with the product? What benefits have you realized?

We're ensuring our staff are delivering what we need them to deliver and can identify where they need additional help with ease.

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