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Evaluate for Amazon Connect (QM)

Evaluate for Amazon Connect (QM)

By: Qualtrak Solutions Latest Version: E4AC 1.0.1

This version has been removed and is no longer available to new customers.

Product Overview

What's Included

Note: Always ensure your operating system is current for your needs.

This product includes both of the software packages described below:

Evaluate for Amazon Connect (QM)

Evaluate for Amazon Connect is a high standard Agent Evaluation (Quality Monitoring) and online learning solution that will develop agent skills and achieve required standards in customer service/loyalty, cross and up-selling, first call resolution, optimum call handling time and much more. It is easy to use.

Evaluate is seamlessly integrated with Amazon Connect's own call recording service (thus avoiding the use of a 'third-party recorder'). The solution includes: evaluation template designer with multiple scoring methods, weighted values for each question, autofail, ability to add comments, call segments and learning attachments to every question. Preformatted reports are included. Automatic selection of calls for evaluation uses search criteria which includes Connect's Contact Trace Records (CTR).

Evaluate will provide your contact center the tools and processes to manage the largest cost i.e. your agents, by helping your organization to create a culture based on working to defined standards and committed to continuous improvement.

Using Evaluate you will be able to:
a) measure the performance of your agents, teams and groups of teams;
b) enable agents to review the evaluated calls (including the learning content) during convenient times;
c) send agents bite-sized online interactive coaching sessions to review/answer questions during convenient times;
d) create a continuous improvement culture.

Amazon EC2 running Microsoft Windows Server is a fast and dependable environment for deploying applications using the Microsoft Web Platform. Amazon EC2 enables you to run any compatible Windows-based solution on AWS' high-performance, reliable, cost-effective, cloud computing platform. Common Windows use cases include Enterprise Windows-based application hosting, website and web-service hosting, data processing, media transcoding, distributed testing, ASP.NET application hosting, and any other application requiring Windows software.


E4AC 1.0.1

Operating System

Windows, Windows Server 2016 Base 2016

Delivery Methods

  • CloudFormation Template

Pricing Information

Usage Information

Support Information

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