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Contexta360 for QUALITY MONITORING

Automate performance and maintain quality at all times

Deliver real service improvement to delight the customer

Contexta can assist your teams with caller identity, real-time suggestions and automatic call transcription. You can monitor quality and sentiment and detect unique phrases to relating to your industry. It helps you share top-performing service calls to scale your expertise.

A logical, role-based workflow

The C360 Dashboard is organised by business use case. Each use case has a status monitor page that provides targeted insight to enable you to drill down to the agent group, agent and then the call or chat interaction.

4 example metrics for quality monitoring

Handling time

Average handling time  is a key measure to enable contact centres understand how long customer interactions take.

1st contact resolution

First contact resolution enables the business to understand whether it is staffed sufficiently with trained agents who have the capacity to answer questions and provide information without the need to transfer the call.

Negative words

Negative words used by agents can reveal operational frustrations and challenges that require process change.

Silence detection

Detecting silence is a way of identifying skills gaps or highlighting the need for training that can increase agent productivity.

C360 gives you business-wide control

Our purchase options are designed to scale according to your needs

Whether you need a single use case, a combination of two or more, or a totally bespoke option our CORE , BOOST and LOGIC solutions enable you to configure C360 to meet your requirements. 

You can learn more about our solutions HERE