Recording and Quality Management, from PerformanceEdge™, records and evaluates agent performance and captures real-time customer feedback, giving you insight to both business issues and agent performance. It simplifies the call recording process to help your business comply with regulatory requirements and provides new opportunities to derive value from the customer knowledge you gather with every customer interaction.

Aspect® Quality Management™ offers essential call logging (100 percent recording), speech analytics, quality monitoring and workforce coaching capabilities to help you meet regulatory requirements, mitigate risks and improve your customer service, collections, and sales and telemarketing operations.

By providing 100 percent call recording, it helps you pinpoint the most appropriate customer interactions to record and evaluate improvements to people and processes. Integrated speech analytics lets you automatically analyze and report on the content, context, purpose and outcome of every recorded conversation to quickly identify and act on important trends.

To help improve customer experience management and agent performance, Aspect Quality Management provides integrated customer surveys and reporting to streamline agent quality evaluations. Reports include links to actual recordings for insights into each interaction and best-in class recordings can be stored and distributed to agents for training and coaching purposes as part of dynamic optimization coaching workflows.