As part of Aspect's workforce optimization suite, Aspect Quality Monitoring offers capabilities to calibrate quality scores to ensure consistency and perceived fairness as well as monitor agents audio and screen interactions in real time. Automate the quality process with advanced analytics to sample 100% of calls and perform ad hoc searches on interactions using keywords and phrases.
AQM is fairly easy to use and has been reliable on 100% call logging,.
What do you dislike?
Not sure if its the fact that I have been using AQM for over 5 years and have gotten used to it, but can't think of anything I dislike. If there was one thing it might be needing a flag to identify different types of calls (which it may be able to do, I just haven't researched far enough).
Recommendations to others considering the product
AQM is worth taking a look at!
What business problems are you solving with the product? What benefits have you realized?
100% call recording of all calls, including calls where TCPA consent and payment authorization was captured.
Response from Shelley Hofman of Aspect Quality Management
Thank you for taking the time to review Aspect Quality Management and for the high marks! We are so pleased to hear that it's easy to use and to record 100% of your calls, and appreciate your other feedback as well. Your input will be forwarded on to our product team to review.
Thank you for taking the time to review Aspect Quality Management. We are pleased to hear that the solution is helping your department to review, score and discuss agent performance. We also appreciate your plug and play feedback. We will forward this input on to our product team so we can continue to improve the solution. If you need any other assistance in the meantime, please let us know.
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