The QA7 SDK is an advanced analytics tool that can monitor and assess both sides of any call center interaction. Its key features include:

Real-Time Emotional Analytics: QA7 can analyze customer and agent emotions during live calls, detecting spikes in stress, anger, or disengagement. When emotional events occur, the system can instantly alert supervisors to step in if necessary, preventing issues from escalating.

Agent Performance Monitoring: By analyzing the techniques and effectiveness of each agent, QA7 ensures that high-performing agents are rewarded and supported while those facing challenges receive appropriate training. This minimizes burnout and maximizes efficiency.

Automatic Alerts: QA7 continuously scans for problematic scenarios that could negatively impact customer satisfaction or business outcomes, enabling supervisors to address issues proactively.

Offline Data Mining: After calls are completed, QA7 can mine archived calls for emotional data, offering deeper insights into patterns and performance over time. This analysis can be done based on customized criteria defined by call center management.

Emotion-Based Reports: QA7 measures different emotional parameters (e.g., energy levels, stress, and anger) over any selected time frame, generating automated reports to help assess overall call center performance and health. These insights provide actionable data for improving operational efficiency.

System Integration

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Support Services

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Customer Service Training

We refine and enhance training programs for your call center staff to guarantee superior customer service.