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Technology Solutions for Businesses

Quality Management

Understanding the root causes of customer service issues as a quality assurance manager

As you strive to optimize customer service, you need tools that are easy to use and can quickly provide the data you need. The ability to understand the root causes of customer services issues and provide the steps for remediation are key for any quality assurance manager. Capture Technologies has he most flexible solution of its kind on the market, built for the complexity of the contact center and completely customizable to your environment.

Improve Customer Service – Our approach can bring you the right combination of policy, procedure, training and technology to support the flawless execution that drives customer satisfaction.

Enhance Agent Performance – Quickly and accurately search for specific calls, monitor customer-representative interactions and assess performance against your key indicators.

Promote Business Growth – Review not just for quality, but also to improve service. Our solution allows you to isolate calls for evaluation to help you develop action plans to improve both agent and business performance.

Enjoy More Choice – Build your own solution with a flexible approach and modular product suite. Choose between on-premises or cloud-based delivery and from our perpetual or subscription financial models.

Two Ways to Validate a High Quality Customer Experience:

Quality Management:

  • Quality Monitoring to score agents is simple with pre-built, complex scoring systems and capabilities
  • Dispute Resolution to find, review, and track interactions as needed
  • Process Verifications to allow for 3rd party review processes

Voice of Customer:

  • Interactive Voice Response
  • Web Based – Hyperlink delivered via email/SMS