Aspect Quality Management Reviews

Always able to find the calls (dual voice and screen recording voice)

Older version you would have to download the call prior to opening. New version you can now open with on the same screen

If you wanna find those calls with easy, go for it!

Quicker turnaround time, able to review and find more calls.

I like the multifunctioning call monitoring capabilities. The ability to monitor by video and audio really eliminates miscommunication when coaching someone on specifics.

I don't like how easy sometimes it can be to be kicked out of the system. There have been a few times I was speaking with a customer and lose the entire call. It should be harder if on an active call to not be disconnected.

It's easy to catch on. The best way to find a routine you are comfortable with would hands on with this system.

Call handling, work out all of the inconsistencies of dispositioning correctly. A perfect warning sign pointing out call avoidance and excessive wrap or idle time. This creating a better customer experience when all the focus is on them from the moment the call starts

Best Flexible tool for complete call logging.

The User Interface is great and very easy to navigate through.

Best for managing Quality Management & Monitoring Process simualtaneously.

The Support system is always there to help and solve issues

There are no categories in the call logs like flags etc.

Sometimes it lags .

Sometimes due to incorrect password input, it blocks the user to access the website again.

Managing Quality Assurance & Monitoring all at once.

AQM is fairly easy to use and has been reliable on 100% call logging,.

Not sure if its the fact that I have been using AQM for over 5 years and have gotten used to it, but can't think of anything I dislike. If there was one thing it might be needing a flag to identify different types of calls (which it may be able to do, I just haven't researched far enough).

AQM is worth taking a look at!

100% call recording of all calls, including calls where TCPA consent and payment authorization was captured.

I like that this is a flexible tool that works well on it's own but really comes to life as part of a the wider UIP suite.

prone to crashing, but resolution is quick with Aspect Support

see it in action as part of a UIP suite.

We're ensuring our staff are delivering what we need them to deliver and can identify where they need additional help with ease.

Aspect Quality Management is helping our department reviewing, scoring and discussing with agent for better performance

it is not plug and play to assist manger and QA's to do their job . always need to work around

it is part of their WFM product

n/a

It is difficult to download and access call logs in the version. Its also poor as crashing problems are never resolved by Aspect Support. The plug and play feature prove harmful, for managers and quality assurance personnel.

The user interface is not user friendly. The product lacks reporting functionalities making it difficult to analyze and track quality assurance. Advanced monitoring capabilities are missing which hinders its validity, in identifying and resolving issues properly.

Alvaria Quality increases the issues of inconsistency and manual quality control within our business operations. Its implementation untidies our processes leading to increased customer problems of cost, reputation and business growth. Alvaria lacks in real time insights, automation features and traceability that restrict us to make data driven decisions due to quality and productivity issues.