November 3, 2008 in Services (F)
[prMac.com] Seattle, Washington - HyperQuality, Inc. the premier contact center business intelligence firm, announced today the launch of ClearMetrix. ClearMetrix is the first hosted software solution to help companies of all sizes improve contact, operational and marketing performance, driving improvements in the metrics that are important to them.
With numerous challenges in the contact center environment - from long average handle times to less than desirable customer satisfaction - ClearMetrix provides users with insight into their customer contact data in order to make impactful business decisions.
"Our software is built on the .NET platform with sophisticated databases that rival some of the largest CRM tools today," said Jude Kavalam, HyperQuality's Chief Technology Officer. "We are proud of the partnership we have developed with Microsoft especially through the support of the Microsoft Accelerator Program. This has allowed us to build a world-class, state- of- the-art software solution."
The launch of the ClearMetrix platform also includes the featured module, ClearQA (Quality Assurance). ClearQA is the first software solution completely dedicated to the quality organization. It provides contact center agents and management with useful direction and real advice for improving agent behavior. Agents, supervisors and managers can log-in to ClearQA at any time and review evaluations, listen to recorded calls and view up-to-the-minute reports.
Perhaps the most notable development in the ClearQA module is the automated workflows around many of the call centers' regular processes. Evaluations, Auditing, Calibrations, Roster Management, Coaching and Escalations are now all handled through the online software. Employees from around the world - whether they work onshore, offshore or at home - have access to ClearMetrix.
"Call center managers today are working in a challenging environment," said Kip Rapp, HyperQuality's Product Director. "ClearMetrix allows companies with numerous in-house and outsourced call centers - some offshore and some agents at home - to operate a world-class quality program."
Some of the flexible features of the ClearMetrix ClearQA module include:
* Anywhere Evaluations - Evaluations performed by HyperQuality or an internal team
* Best-in-Class Forms - A complete library of QA forms
* OneClick CARE - One-click appeals with routing
* Remote Calibrations - Powerful calibration forum
* Remote Call Auditing - Audit anytime, anywhere
* Remote Coaching - Powerful online coaching tools
* Anyone Roster Management - Easily manage rosters and calls remotely
ClearQA comes with an initial set of reports including:
* Evaluation Summary
* Attribute Trending
* Attribute Comment
* Coaching Comments
* Performance Threshold
* Agent Evaluation Trend
* Team Performance
* User Frequency
* Auto Failure Detail
"The advancements we have made with ClearMetrix will provide existing and future customers with a whole new way to manage their quality programs," said Kavalam. "The bottom line for these users will be even higher productivity and efficiency in their contact center operations through improved performance."
Founded in 2003, HyperQuality is the leading provider of third party quality assurance and business intelligence for contact centers. With a strong focus on call center operations, the company evaluates millions of interactions annually between contact center agents and customers and, using advanced analytics, generates actionable feedback to drive performance improvement. Ultimately, HyperQuality helps companies - including some of the most well-known names in the travel, retail, financial services, education and utility industries - improve the quality and effectiveness of their customer interactions. In addition to quality evaluations, HyperQuality collects, evaluates and analyzes other forms of customer data, including customer and employee surveys; shopping experiences and marketing programs. HyperQuality is a global business with corporate headquarters at 316 Occidental Ave S. in Seattle. For more information, call (206) 283-7119 or visit them online.