Hubicus Quality Monitoring

Hubicus Quality Monitoring is a platform designed to evaluate and monitor the quality of customer interactions, with the aim of improving the overall customer experience. According to the vendor, this solution is suitable for companies with a customer service department of more than 10 agents. The product is used by customer service professionals, contact center managers, quality assurance managers, and customer experience managers in various industries such as telecommunications, finance, retail, healthcare, and more.

Key Features

Connect HQM to your recorder: According to the vendor, Hubicus Quality Monitoring seamlessly integrates with your voice recording system, allowing easy access to recorded calls within the platform. The vendor states that this feature ensures compliance with GDPR regulations by securely handling and managing recorded interactions.

Sampling, streaming, RGPD compliance, connectors make your life easier: The vendor claims that Hubicus Quality Monitoring simplifies quality monitoring tasks through various features and connectors. They state that you can utilize sampling techniques to select a representative sample of interactions for evaluation. The product also streamlines workflow and ensures RGPD compliance through automated processes and connectors.

Integrate quality monitoring data into your BI: According to the vendor, Hubicus Quality Monitoring can be effortlessly integrated with your Business Intelligence (BI) tools. They claim that you can combine quality monitoring data with other business data to gain comprehensive insights. Additionally, the vendor states that you can customize reporting and analytics to meet the specific needs of different user profiles.

Artificial intelligence: The vendor highlights that Hubicus Quality Monitoring leverages artificial intelligence capabilities for enhanced quality monitoring. According to them, the product offers AI-powered features such as call transcription, text analysis, and automated scoring, which can improve efficiency and accuracy in evaluating and analyzing customer interactions.

Define your grids and criteria: The vendor states that with Hubicus Quality Monitoring, you can customize evaluation grids and criteria to align with your specific quality standards. They claim that you can define different evaluation criteria for different channels and interaction types, ensuring consistency and objectivity in evaluations by providing clear guidelines and criteria.

Set evaluation objectives: According to the vendor, Hubicus Quality Monitoring allows you to establish evaluation objectives that align with your quality improvement goals. They state that you can define specific targets and metrics to measure the performance of your agents and track progress towards objectives, identifying areas for improvement.

Follow up with calibration: The vendor claims that Hubicus Quality Monitoring enables you to monitor the consistency and accuracy of evaluations through the calibration process. They state that you can facilitate discussions and consensus among evaluators to ensure uniformity in evaluations and identify discrepancies for feedback to improve the quality of evaluations.

Customize reporting for each profile: According to the vendor, Hubicus Quality Monitoring offers the ability to generate customized reports tailored to the needs of different user profiles. They state that you can provide detailed insights and analysis for advisors, supervisors, and quality managers, enabling you to track performance, identify strengths, and pinpoint areas for improvement.

Implement and monitor action plans: The vendor states that with Hubicus Quality Monitoring, you can create and track action plans based on evaluation results and identified improvement areas. They claim that you can assign tasks, set deadlines, and monitor progress towards action plan objectives, driving continuous improvement by implementing targeted and effective corrective actions.