Phonestat

Phonestat is a Quality Assurance application that provides the contact center with an easy to use Quality Assurance (QA) solution, also known as Quality Management (QM), where managers, supervisors and QA specialists monitor, review and evaluate the customer experience offered by the call center and how well contact center agents handle customer interactions.

The strength of Phonestat is its simplicity, you can replace spreadsheets and manual processes quickly and cost-effectively without having to buy, implement and maintain complex and expensive software.

Purposely built for measuring the performance of agents, on criteria such as accuracy, professionalism and effectiveness, quantitative key performance indicators (KPIs) and compliance. The core of the Phonestat is based on scorecards that evaluate customer interactions being handled by the contact centre. e.g. recorded phone calls, chat, social and email. Phonestat is a secure, scalable cloud-based application that is accessed via a web browser, similar to other online SaaS applications such as Salesforce, Zendesk, Xero. Phonestat can be used as stand-alone or integrated with your CRM. (Currently, the systems supported are Avaya, Shoretel and Asterisk however we can work with customers to integrate with their system if required.)