MyQuality

MyQuality, developed by J.Lodge, is a contact center quality assurance and data analytics software solution aimed at improving customer service and operational efficiency. According to the vendor, this software is utilized by customer service representatives, quality analysts, and contact center managers in various industries, including telecommunications, retail, consumer goods, and electric power.

Key Features

Enhanced Call Monitoring: According to the vendor, MyQuality provides insights into contact center interactions, helping to identify areas for improvement in customer service. It aims to enable data-driven decision-making to enhance call quality.

AI Speech Analysis: MyQuality utilizes artificial intelligence technology to analyze speech patterns and correlate trends and behaviors with specific words or phrases, as claimed by the vendor. It is designed to alert analysts to potential problem areas within calls.

Targeted Monitoring: The vendor states that MyQuality allows for random or targeted selection of contacts for monitoring, ensuring a representative sample of interactions. This feature facilitates focused analysis on specific areas of interest.

Case Management: According to the vendor, MyQuality analyzes account notations to ensure accurate reporting, identifies reasons for customer outreach, and escalates calls when necessary. It aims to provide customized solutions within regulatory boundaries.

Advisory Services: The vendor claims that MyQuality offers expert guidance and recommendations for improvement, helping to develop effective strategies to enhance contact center performance. It is said to provide ongoing support and consultation for continuous improvement.

Sales Conversion: MyQuality is designed to analyze customer interactions to identify sales opportunities and provide insights to improve sales effectiveness and conversion rates, as claimed by the vendor. It aims to help optimize sales support and resource allocation.

Customer Satisfaction: According to the vendor, MyQuality analyzes customer data to measure satisfaction levels, identify drivers of customer dissatisfaction, and provide insights and recommendations to improve the overall customer experience.

Regulatory Compliance: MyQuality is designed to monitor contact center interactions for compliance with regulations, help identify areas of non-compliance and potential risks, and provide recommendations for ensuring regulatory adherence, as claimed by the vendor.

Predictive Analytics: The vendor claims that MyQuality utilizes data-driven business analytics to define what's working and what needs to change. It aims to help locate resources, standardize training, and increase sales support. This feature is said to empower agents with training modules to prevent future issues.

Customer Simulation Training: According to the vendor, MyQuality provides training modules to improve agent performance, focusing on preventing future customer issues. It aims to decrease future costs and improve overall customer satisfaction.