Features | ICE

Features

Features differentiate products and define its uniqueness. Features helps to communicate the product outlines and its capabilities. Etech Technology Solutions, ETS, develops each of its product features distinctively to include various functionalities needed for the operational efficiencies. Our product features are designed with the purpose to bring in benefits complementing and supporting your existing systems for your daily processes.

At ETS, we believe in identifying the solution for your problems. A product’s success is based on its apt utilization. With our products, Chat, Email, Flo and QEval, we will always deliver a solution to satisfy your needs making it easy to understand “what is in it for you”.

ChatEmailFloQEval
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QEval Features

  • Agent Feedback and online coaching integrated
  • Manage Customer Experience
  • SaaS Web based solution
  • Contact Effectiveness at a Glance
  • Complete Workflow Process Support
  • Simplified Processes Defined
  • Real Time Performance Alerts
  • Suite of Reports
  • Unlimited Evaluation Forms
  • Trend and Status Report
  • Intelligent, customizable evaluation forms
  • PCI and Recording Encryption
  • Centralized administration and reporting
  • Advance Search options
  • Customizable Evaluations
  • Flexible Scoring
  • Online dispute resolution process
  • Agent acknowledgement through e-signature
  • Distinctive Role based Access
  • Attach Call to Evaluation
  • Real Time Reporting
  • 5 Levels of Reporting

QEval allows your team leads, agents and/or supervisors to login to the QEval module anytime to perform evaluations, review evaluations, analyze up-to-date reports to drive agent skill effectiveness, and improve service and sales conversion. With the access of variety of reports you can easily track overall quality scores, Agent QA score, Team level score, parameter level score, trends for the parameters and much more.

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