Perfect your contact center. Explore new ways to wow your customers. One month on us.
Key features
Quality Assurance
Blend automated and manual QA to evaluate 100% of calls. Automate agent scoring to ensure compliance while freeing QA staff to better coach and support agents.
Agent Desktop Analytics
Track agent screen activity while handling customer calls. Find issues and patterns in agent behaviour and drill down to listen to the call.
Call Search, Playback and Transcript
Intuitive search of all recorded conversations to find any individual call. Call playback in visual player augmented with contextual data, keyword and phrase findings, and call transcripts.
Performance Management
Out-of-the-box & fully customizable reports and alerts for tracking call patterns, handled and abandoned conversations, performance and productivity in overview and in detail.
Additional information
Categories
Advanced Reporting, Voice Analytics, Workforce Optimization
Customer Segments
Strategic
Plans & Pricing
Try Ytica WFO for free
Free
for 30 days
Complete WFO for managing quality, performance and customer satisfaction
Included in Trial:
- Search and call playback in a visual player augmented with rich contextual information about the customer, the agent and conversation metrics
- Customizable historical reports for hundreds of contact center metrics
- Prebuilt dashboards for call volumes, abandoned calls, first call resolution, agent performance and more
- Updated hourly
- Quality management (NEW): comments and evaluations
- Agent desktop activity Tracking and agent feedback collection (Chrome browser extension)
- Statistics on customer/agent talk time, silence and cross talk
After activation of your trial account, we will load up to 2 months of your historical data from Talkdesk and we will keep on updating them every hour. Please note, after installation, your data will be availablein a few hours. All accounts you will provision will have access and editing privileges to all the reporting data.
BUSINESS: Complete WFO Package
40
seat/month
Complete WFO for managing quality, performance and customer satisfaction
Included in Business:
- Search and call playback in a visual player augmented with rich contextual information about the customer, the agent and conversation metrics
- Customizable historical reports for hundreds of contact center metrics
- Prebuilt dashboards for call volumes, abandoned calls, first call resolution, agent performance and more
- Updated hourly
- 24 months of historical data
- Quality management (NEW): comments and evaluations
- Agent desktop activity Tracking and agent feedback collection (Chrome browser extension)
- Statistics on customer/agent talk time, silence and cross talk
After activation of your trial account, we will load up to 12 months of your historical data from Talkdesk and we will keep on updating them every hour. Please note, after installation, your data will be availablein a few hours. All accounts you will provision will have access and editing privileges to all the reporting data.
ELITE: Advanced WFO with Speech Analytics
60
seat/month
Advanced WFO for contact center at scale with automation & speech analytics
Included in Elite:
- Search and call playback in a visual player augmented with rich contextual information about the customer, the agent, speech findings, conversation metrics, and call transcript
- Customizable historical reports for hundreds of contact center metrics
- Prebuilt dashboards for call volumes, abandoned calls, first call resolution, agent performance and more
- Updated hourly
- 36 months of historical data
- Quality management (NEW): comments and evaluations
- Agent desktop activity Tracking and agent feedback collection (Chrome browser extension)
- Statistics on customer/agent talk time, silence and cross talk
- Keyword spotting for automated quality and compliance management of 100 % call volume - monitorcompliance, script verification, upsell skills, customer feedback
After activation of your trial account, we will load up to 12 months of your historical data from Talkdesk and we will keep on updating them every hour. Please note, after installation, your data will be availablein a few hours. All accounts you will provision will have access and editing privileges to all the reporting data.