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Revolutionary AI-Enabled Agent Evaluation

Enghouse SmartQuality Launch Webinar

Revolutionary AI-Enabled Agent Evaluation

Available On Demand | Recorded 14 July 2021

What is SmartQuality?

Contact Centre Supervisors spend considerable amounts of time and effort rating agent performance. This is why, for example, they only manage to analyse around 5% of call recordings of customer interactions on average.

Analysing such small samples, means that is almost impossible to be fair and accurate. Unsurprisingly, this is one of the largest contributors to call centre employee dissatisfaction and high turnover rates. Enghouse SmartQuality to the rescue!

Enghouse Interactive’s new agent evaluation application, SmartQuality, enables comprehensive analysis of up to 100% of interactions – across all channels. It uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to enable unbiased evaluation of voice, email, and SMS.

AI-Enabled Agent Evaluation

Why use AI-Enabled Agent Evaluation?

Enghouse SmartQuality delivers tangible improvements​:

smartquality interactions

Enable evaluation of up to 100% of interactions

smartquality kpis

Automatically identify interactions that fall above and below KPIs

smartquality analytics

Use advanced analytics to detect multiple themes and risks

smartquality impartial

Deliver impartial, objective and consistent interaction reviews using AI

SmartQuality Launch Webinar

Featured Speakers

steve nattress enghouse

Steve Nattress
Product Director, Enghouse Interactive

vince mifsud enghouse

Vince Mifsud
Global President, Enghouse Systems

David Thomas Enghouse

David Thomas
MD NA, Enghouse Interactive

Alex Black Enghouse

Alex Black
CTO, Enghouse Interactive

Don’t forget your complimentary whitepaper by ContactBabel

How AI-enabled Agent Quality Assessments Optimise Contact Centre Performance

Quality assurance (QA) has long been at the forefront in the battle to improve contact centre performance and customer experience.

There are many experienced quality managers and supervisors working in contact centres and call centres today. And most of these operations have thousands if not millions of interactions stored – voice, email, and SMS.

However, contact centres are missing out on huge opportunities to improve performance and gain insight. This is because most of these stored customer interactions are never used or evaluated.

To counteract this problem, companies are increasingly using AI-enabled agent quality assessment to transcribe and analyse all interaction recordings.

Download this whitepaper to learn more about what other organisations are thinking. See how you can benefit from consistent and objective AI-enabled agent quality assessment in your contact centre.

Get your free copy here!

ContactBabel: Enghouse Interactive Agent Quality Assessment Whitepaper
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Wish to learn more about SmartQuality?

View this brochure to know why you need to use AI-Enabled Agent Evaluation and learn how you can deliver tangible improvements using AI in your contact centre.

Enghouse SmartQuality

AI-Enabled Agent Evaluation

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