Single Unified Platform – Qfiniti™ is a tightly unified platform providing a single intuitive browser based interface, database and reporting solution. This approach for seamless centralized management of all the systems applications including administration, plan creation and deployment and archiving.

Distributed and Open Architecture – Qfiniti’s™ distributed architecture gives you highly flexible deployment options while taking advantage of existing IT infrastructure. The system’s modular design easily supports both single and multiple site deployments. Its open design allows you to leverage relationships with existing hardware and software platform solution providers – Qfiniti runs on Windows OS and SQL Server Database and HP, IBM and or Dell server technologies.

Enterprise Reporting with Drill Down Capabilities – Enterprise wide reporting allows you to establish and track consistent customer experience. Qfiniti™ creates a single, centralized data repository for all Enterprise quality related information. This centralized data source supports sophisticated reporting and analysis, and allows performance related data to be gathered and easily disseminated throughout the Enterprise. Drill down capabilities simplify the analysis of behaviors, agents, groups and/or site trends.

Active Work – Active Work automates cumbersome and time consuming compliance activities by providing notifications of Recordings, Evaluations, Surveys and Learning sessions through the email delivery. Notification of tasks allow priority planning and goal status, which can be shared across teams or with managers. Progress can also be tracked through online or emailed compliance status reports, ensuring tasks are completed.

Technology Independent – Qfiniti™ provides standard integrations to all the leading call centre telephony and CTI Middleware technologies including Avaya, Aspect, Centrex, Cisco, Genesys, Intecom, Mitel, NEC, Nortel and Siemans.

Data Import - Allows you to incorporate productivity data from third party applications such as Workforce Management, ACD and/or Dialer MIS systems or CRM solutions. By doing so, you can get a more comprehensive view into agent performance that combines quality with agent productivity. Productivity can be defined for each customer group and can include information such as adherence to schedules, average handle time, sales per performance cycle.

Comprehensive Interaction Recording – Records agent customer interactions (Voice and Screen) through Plan Based (Quality Assurance) Rules, API, Agent and Supervisor Initiated Recordings, Full (Logging) Recording in support of Compliance and Risk Management. Interactions can be recorded and classified based upon source of an incoming call, specific agents, time intervals, application activity, or other telephony and/or desktop events. Users can find specific recordings using multiple variables such as agent name, agent group, time and date stamp, call classification, DNIS, ANI, type of recording, status of recording, critical customer data – social insurance number or account number and more. Recordings can also be classified during the playback, allowing interactions to be marked for training and calibration purposes.

Flexible Online Evaluations - Qfiniti™ supports effective agent performance assessment activities with online evaluation reviews that allow for immediate feedback and results. Qfiniti™ uses a variety of scoring features and easy to use navigation features to make completing evaluations simple and relevant to each type of transaction monitored. Qfiniti’s™ Online Evaluations support a myriad advanced features including multiple User Defined Questions and Scoring, Spell Checking, Non Scoring/Applicable Questions, Auto-Fail, Calibrations, Weighting and Version Control

Innovative Customer Surveying – Enabling call centres to hear directly from a customer immediately after an agent interaction and automatically links both the customer satisfaction score to the recorded call. In turn, alerts of poor customer experiences based upon thresholds defined, can launch immediate action.

Powerful Speech Analytics – Enables every recorded call, as well as every element within those recordings to be easily mined with unprecedented speed and accuracy. Using innovative pattern matching techniques, Qfiniti™ forms an understanding of the content similar to the way a human understands information – with context. Qfiniti™ automates trend spotting and provides real time notification of adherence to scripts and hot topics being discussed by the callers in both telesales and customer service environments

Targeted Agent Learning – Automates agent education through the targeted, intelligent delivery of online training programs based upon recent performance scores. Qfiniti™ delivers training content alongside reviewed recordings and agent evaluations for online coaching and feedback. Qfiniti™ provides the tools needed to build skills and knowledge, to enhance agent performance, and improve agent retention and productivity. Qfiniti™ compliments existing training programs through compliance and integration with industry leading training and development applications.