Software offers call evaluation and quality monitoring.
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Press Release Summary:
Browser-based MIQ(TM) v2.0 provides Key Performance Indicator Report that shows correlations between quality scores for behaviors and outside metric user would like to impact, such as revenue or customer complaints. Performance Dashboard gives user graphical overview of quality score trends and key quality indicators, while Error Analysis Reporting allows users to view and analyze specific areas in which groups or individuals are making errors during calls.
Original Press Release:
Mercom Releases Version 2.0 of Mercom Interaction Quality
LYNDHURST, N.J., Jan. 10 /-- Mercom Systems, Inc. announced today the release of version 2.0 of Mercom Interaction Quality(TM) (MIQ). Mercom's MIQ software is a powerful browser-based call evaluation and quality monitoring system which advances the correlation of quality and productivity metrics in the contact center.
New features in MIQ 2.0 include:
o Quality Key Performance Indicator Report -- shows correlations between quality scores for behaviors and an outside metric the user would like to impact (e.g., revenue, customer complaints, etc.). These results allow managers to focus on the key performance indicators within their quality data -- those that have the tightest correlation to what their company would like to change. This directly translates into improved coaching and training as well as enhanced return on investment.
o Performance Dashboard -- allows users to get a quick graphical overview of quality score trends and key quality indicators in their center. Organizations can customize their performance dashboard so they can easily view information pertinent to them.
o Error Analysis Reporting -- allows users to view and analyze specific areas in which groups or individuals are making errors during calls (e.g., answering questions accurately, using standard required greeting, etc.)
o Enhanced Calibration Function and Reporting -- makes comparing multiple evaluators' scoring to a mean or standard faster and easier. Standard deviations can be tracked against goals in easy-to-read graphical views and drill-down functionality enables root cause discovery when deviation is present.
"The enhancements we've made to MIQ version 2.0 demonstrate our continued commitment to providing the best tools for our customers" said Avi Margolin, president and CEO of Mercom. "MIQ has always been a strong, popular product for us, and by adding these new intuitive features for performance management, we feel it will bring more value to the marketplace and that our customers will be very pleased with the results."
About Mercom
Mercom Systems, Inc. is a leading provider of easy-to-use multimedia recording and evaluation tools for contact centers. The company is privately held and headquartered in Lyndhurst, New Jersey. Mercom has been operating in the public safety and contact center markets since 1996. It has developed a reputation for delivering highly-reliable, advanced recording technologies to contact centers across a wide range of industries. Mercom's contact center products help clients retain customers and employees, reduce interaction handling time, enhance employee skill sets, increase revenue, and minimize training costs.
CONTACT: Kristyn Emenecker of Mercom Systems, Inc., +1-201-507-8800 ext. 1158, or
kristyn.emenecker@mercom.com
