Maintenance Manual

Introduction
11
Introduction
Cisco Unified Workforce Optimization Quality Management (Quality Management) is a
comprehensive recording solution that addresses the common needs for recording
customer interactions—whether it is for compliance, quality management, or both.
Call Recording provides a solution to record all calls—commonly done to meet
regulatory compliance requirements or to handle customer disputes. Call Recording
makes the task of recording, archiving, and retrieving 100% of customer calls more
manageable in the following ways:
• An organization can choose to record all calls for everyone, or for specific
teams of agents and knowledge workers configured in the system.
• Archive parameters are flexible and storage is secure.
• Advanced query options let users find recordings quickly and easily among
thousands of logged interactions.
Quality Management helps businesses refine their processes and improve their bottom
line in the following ways:
• Increase revenue by improving customer satisfaction and increasing customer
loyalty.
• Provide consistent, high-quality customer experiences.
• Identify customer needs and expectations.
• Reduce labor costs for agent identifications.
Quality Management software uniquely uses the processing power of each agent’s PC
to record and process the voice transactions and screen transactions for performance
evaluation or compliance. The application architecture minimizes hardware and
bandwidth use for multi-site centers, which makes it practical to deploy an effective
quality management program in virtual environments.
Quality Management Administrator is used to:
• Assign user roles.
•Set up groups.
• Create evaluation forms, manage evaluation forms.
• Set up workflows for recording customer contacts.
• Set up a recording archiving.
• Maintain the Quality Management system.