Customer Engagement Optimization


customer engagement optimization

Globitel’s Customer Engagement Optimization solutions help capture and record customer interactions either over the phone or face to face, for liability and/or quality assurance purposes. Globitel’s Customer Engagement Optimization solutions are integrated and certified to work with the world’s leading providers of telephony platforms. Globitel’s Customer Engagement Optimization solutions provide a multitude of features such as screen recording, speech analytics, multi-level security, etc. Operators and organization across the Middle East and North Africa region have utilized Globitel’s Customer Engagement Optimization solutions.

SpeechLog Call Recorder

SpeechLog Call Recorder

Survey Management

Survey Management

Dashboard

Dashboard

SpeechLog Retail

SpeechLog Retail

SpeechLog Quality

SpeechLog Quality

SpeechLog Analytics

SpeechLog Analytics

Final SpeechLog logo

Whether you need to capture every call in your center for regulatory compliance, or record a random sampling of calls for quality management, Globitel delivers on all your call recording needs. Locating and replaying calls is also quick and easy with the technologies provided through Globitel’s SpeechLog Call Recorder. Call archiving features ensure your recorded calls are stored safely for as long as your business requires. Read more.

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The main concern of any call center is the Quality of Service (QoS) which it off­ers, and the level of eff­iciency at which it operates which can be measured by customer satisfaction and loyalty. In an eff­ort to be more proactive in controlling the level of service which any call center or retail shop provides, Globitel introduces the Customer Satisfaction Survey add-on. This add on compliments SpeechLog Recorder and SpeechLog Retail, providing yet another tool for managers and supervisors to overlook and analyze the QoS as well as gather data on products, processes, staff­ performance, and customer loyalty and satisfaction levels in real time. Survey results can then be integrated with Globitel Performance Management Platform (PMP) to reflect any agent performance related details. Read more.

Dash 1

Managing a call center requires being constantly dialed into the latest metrics and KPIs, in order for you to reduce handling time, increase productivity, and meet service level agreements. Your call center is committed to delivering the highest level of service to your customers, which is why you need to be able to meticulously monitor your overall performance. This is all possible with Globitel’s Dashboard software. Read more.

RQM1

Globitel’s SpeechLog Retail solution offers insight into the three most important aspects of a physical interaction between an employee and a customer. No longer will your business be out of touch with the retail shops it operates. Read more.

wfo-1

Quality assurance requires a lot of effort for upkeep in any organization or call center, and many organizations fail to maintain the process of quality assurance, which in turn has an overall negative impact on the customer experience. Globitel’s SpeechLog Quality is designed to facilitate the quality assurance processes at your contact center. Read more.

speech analytics-01

Globitel offers SpeechLog Analytics. SpeechLog Analytics is the process of analyzing recorded calls in real time, in order to gather customer information for the purpose of improving communication and future interaction. This innovative solution has vastly improved customer experience due to valuable insights extracted by SpeechLog Analytics. Read more.