Voice Print Debuts Contact Center Analytics SoftwareVoice Print Debuts Contact Center Analytics Software

Voice Print International has released Activ! Analytics and Activ! eLearning, applications that add enterprise-level analytics and eLearning to Voice Print's Activ! Suite of contact center management software.

Activ! Analytics collects data and presents real-time and historical performance information to agents and contact center management. The package displays key performance indicators, quality scores, scheduling information, and service level indicators using desktop dashboards, Web based consolidated reporting, and TV monitor display systems. Activ! Analytics monitors both telephony and business metrics in real-time.

Activ! eLearning delivers eLearning content in the form of courses, coaching tips, quizzes, training flashes, pre-shift announcements, and bulletins. Managers can use the software to send targeted training to individual agents or groups that reach predetermined thresholds, to embed quizzes into training content, and to distribute information without pulling agents into training rooms.

"Our analytics and eLearning solutions are superior because they allow agents and managers to not only view real-time performance information, but to also make that information actionable " triggering an event designed to assist an agent with their performance," explains Chris Morrissey, COO of Voice Print International. "The two primary actions that are triggered are eLearning events and messages. Activ! Analytics and Activ! eLearning are the only performance optimization solutions with a rules-processing engine integrated into their core architecture."