Quality Monitoring
Increase major operations quality
Foniva Quality Monitoring module is a systematic monitoring and evaluation system that reports
various aspects of the contact center.
This consists on a number of process to record all contact center calls, interaction with customers, sales level monitoring and alerting system.
Call Recording & Archives
The Foniva platform provides a list of features that allow you to record and save all interactions between agents and customers.
The manager can define the conditions under which the recordings are made or leave it to the agent to start one.
Agents Evaluation Forms
To help with training, improving the skills of human resources, Foniva provides a module to define and apply a number of evaluation forms.
Evaluations and their ratings can be applied to both customer interactions (including calls) and staff readiness or compliance with the processes in place.