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Quality Assurance

Deliver targeted insights you can act on

Every conversation counts

With more call, chat, and case data at your fingertips than ever before, the opportunity to automate, analyse and act on conversational data is greater than ever.

However, a holistic view of interactions across the Contact Centre is critical in order to maximise customer experience initiatives, and with manual evaluation of agent interactions reaching on average only 2% of calls, traditional QA methods are becoming increasingly misleading and inaccurate.

When your customers talk, Red Box empowers you to listen

With Red Box, you can monitor and quality-assess employee performance and provide personalised coaching and training based on real business insight.

 

Fully automated, AI-driven QA

Optimise agent and customer experience by augmenting your QA process with automated AI-driven insights you can act on. Understand context and derive meaning to deliver immediate and measurable business value.

All-in-one performance management

Move away from manual sampling by flagging high priority calls to your QA team and uncover macro-level trends, assess agent performance and empower your teams to deliver great conversations.

Why automate your QA?

 

Cost

Cost

Reduce the cost of service by learning how to solve customer problems on the 1st call.

 

Automation

Automation

Save time and money with automated workflows, reporting and evaluation.

 

Quality

Quality

Understand what drives quality in your calls and how to keep customers loyal.

 

Insights

Insights

Get right to the heart of what’s causing customer churn with targeted insights.

Integration

Integration

Future-proof your voice capture investment with advanced integration capabilities.

Coaching

Coaching

Enable the identification of training needs and facilitate targeted coaching.

NOT SURE WHICH APPROACH TO QA IS RIGHT FOR YOUR ORGANISATION?