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SmartQM An Overview

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SmartQM Building Blocks

Smart QM Presentation Layer

Search Engine

Genesys

Call Evaluation

SUP Monitoring & Client Monitoring

S m a r t Q M

User & Config Mgmt

Voice Mails

Genesys

Call Recordings

CRM Database
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Key Features

Tight Integration with CRM System Thin client application Ability to search calls based on all business fields dealt in CRM Evaluate calls while listening Tightly integrated with Genesys Configuration system for access restriction & user management Add CTI fields for call queries purely by configuration Interface for listening to Voice mails Search calls on primary & archive location Save, reuse & share search criterions Ability to listen to calls and download them Advanced search options to narrow down on specific calls Audit QA activity (e.g. listening time of calls)

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Playback Feature

Search calls by Channel, Campaign, DNIS, Date, Agent, Disposition..etc Integrated with Genesys config for selection of search elements Search based on CRM parameters Configure new search parameters on a need basis with no customization Advanced search with duration, connection id, phone number, extension etc List recordings that meet search criteria Customize display fields in recording list Ability to define primary and archive location of recordings Play & download recordings Sort list by all fields See complete attach data/data captures against the recording Ability to export recordings and its meta data

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Call Evaluation

Create Quality Templates with sections, parameters and list of values for scoring Define weight-age & fatal attributes for each parameter Capture comments against each parameter Calculate quality scores Capture notes against each parameter Detail & Summary reporting

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SmartDesk Integration

Access to telephony controls Instant Messaging Coaching, Barge-in options Real time statistics of agents & agent groups

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Voice Mail

Tightly integrated with IVR module Search Voice mails by DNIS, date, duration, phone number..etc Play & download voice mails

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Remote Monitoring

Ability to monitor agents by Queue & Agent User authentication for callers Logging and Email notifications Ability to monitor agents by Queue & Agent User authentication for callers Logging and Email notifications

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Home Page

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Search Criteria

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Search Results

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Playback

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Voice Mail Search

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Road Map

Screen recording Extensive reports on Quality Management Floor plan integration to locate agents Speech Analytics BI & reporting

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Representative Client Portfolio

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Questions !!!

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SmartConnect
Orchestrate | Channelise | Unify
2011 SmartConnect Technologies. All Rights Reserved.

The information herein is for informational purposes only and represents the current view of SmartConnect Technologies, as of the date of this presentation. Because SmartConnect must respond to changing market conditions, it should not be interpreted to be a commitment on the part of SmartConnect, and SmartConnect cannot guarantee the accuracy of any information provided after the date of this presentation. SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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Natarajan M Call: +91.97439 98929 mnatarajan@smartconnectt.com

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