Name: MyQuality
Author: JLodge

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

Development

Admissions and Enrollment

Career Center

K-12 Online Learning

Education

Audit

Business Intelligence (BI)

Collaboration

Office Suites

Procurement

Smart Spaces

Transportation & Logistics

Enterprise

Accounting

Expense Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

International Payroll

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Complex Event Processing

Component Content Management

Data Pipeline

Data Virtualization

Digital Experience Monitoring (DEM)

Disaster Recovery

Fraud Detection

Hosted Virtual Desktop

Integration Platform as a Service (iPaaS)

Internet of Things (IoT)

Network Performance Monitoring

Remote Desktop

SSL Certificate

SaaS Backup

Server Virtualization

Software Defined Networking (SDN)

Vulnerability Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Call Tracking

Contact Management

Content Management

Customer Experience Management

Email Marketing

Identity Resolution

Intent Data

Marketing Automation

Marketing OS

Product Management

Referral Marketing

Social Media Management

Survey & Forms Building

Virtual Event

Web Analytics

Marketing

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Field Sales Software

Proposal

Sales Coaching

Sales

Catering

Clinical Trial Management

Loan Servicing

Multiple Listing Service (MLS)

Nonprofit Advocacy

Retail Analytics

Retail Execution

Retail Management

Vertical-Specific

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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.

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Lifesize CxEngage

MyQuality

Call Recording

JLodge

Features that allow the user to record voice and video calls, edit recordings, view recording analytics, and share recorded calls with others.

Pre-Scheduled Recording

The ability to set call recording for scheduled calls ahead of time.

On-Demand Call Recording

The ability to add the call recording software to live calls.

Audio and Video Call Recording

The call recording software will record both the audio and video for the call (e.g. slide decks or other presentations shared on the call will be captured in the recording).

Real-time Recording Controls

The ability to pause, stop, or start recording in real-time on live calls.

Cloud or Local Recording Storage

Recordings are saved either locally on your computer or to a public or private cloud storage space.

Call Transcription

A written transcript of the meeting is available for download. Some products use AI technology to produce more accurate written transcripts.

Recording Editing

The ability to edit the recording (e.g. cut out silent sections) and save the edited version.

Recording Sharing

The ability to share a call or meeting recording using a sharable link.

Call Recording Analytics

Some products provide call or meeting analytics that include speech and text analytics, sentiment analysis, and key phrases mentioned in the conversation.

Call Recording Dashboard

A dashboard showing all recorded calls filterable by rep name, account name, date of the call, etc.

Integration with Third-Party Systems

Allows the user to connect the software with other third-party platforms such as a sales dialer, sales engagement, or contact center software.

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MyQuality

Overview

What is MyQuality?