CYF Quality

CYF Quality is a call center quality assurance software designed to assist businesses of various sizes in monitoring and improving the quality of their operations. According to the vendor, this solution is suitable for call center managers, quality assurance managers, customer service managers, contact center supervisors, and BPO companies. With its range of features and user-friendly interface, CYF Quality enables professionals in different industries to evaluate performance, analyze data, and gain actionable insights to enhance efficiency and customer satisfaction.

Key Features

Scorecard creation tool: According to the vendor, this software provides an easy and intuitive tool for creating quality assurance scorecards, allowing users to define specific and measurable evaluation criteria.

Electronic Feedback: The vendor claims that CYF Quality offers automatic and instant electronic feedback sent to agents after evaluations, including observations, recommendations, and actions. Agents can sign feedback and contest if enabled.

Automated reports: The software generates automated reports that can be customized based on specific needs and preferences, according to the vendor. This feature aims to save time by eliminating manual report generation.

Integrations: CYF Quality seamlessly integrates with call recording software, help desk and chat software, and employee database software, automating the process of creating contacts in the quality assurance software. This integration, according to the vendor, streamlines workflows and improves efficiency.

Agent's screen recording: The vendor states that CYF Quality records the screen of the agent during customer interactions, providing valuable insights beyond audio or chat transcripts.

Stealth screen monitoring with recording built-in: According to the vendor, supervisors can use this feature to monitor the agent's screen in real-time and initiate screen recording for specific interactions, ensuring transparency and accountability in agent performance.

Analytics: CYF Quality evaluates calls and chats based on facts found in the interactions, moving away from sample-based evaluations to data-driven analysis. The vendor claims that this feature provides insights and trends for continuous improvement.

Optimize your routine: According to the vendor, CYF Quality optimizes time by integrating contacts and users, automating report generation and information delivery, and enabling effective communication with agents through the contestation feature.

Reports in the palm of your hand: The software offers a wide range of reports, including quality index, faults, training needs, statistics, and productivity reports. The vendor also states that an API is available for data integration with other systems.

The electronic feedback goes beyond: According to the vendor, CYF Quality offers three ways to apply feedback electronically, allowing agents to sign feedback and contest if enabled. Additionally, it allows for a quality passing score to merge different feedback approaches.