Quality Assurance Software
for Contact Centers
... and other places
Quality Monitoring Tools | Online, Real-time Reporting
VQ ONLINE™ - Quality Assurance results at your fingertips
VQ Online™ was developed over the last 19 years working with some of N.A.’s leading brands and the contact centers that support them. VQ Online™ streamlines the QA process across channels and functions to maximize the insight gathered to drive even greater results ... and free up valuable QA analysts’ time.
VQ Online™ is great for:
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Large, multi-site, multi-channel centers with internal and/or external QA functions who want to expand and/or consolidate QA results and/or who need a system for managing the QA process
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Small, single-site centers that are currently using spreadsheets or other rudimentary scoring systems and recognize they need more.
The preferred performance management tool for Contact Center frontline managers
Customizable Scorecards
VQ Online is designed to support any number of scorecards that you need to evaluate calls, emails, back-office functions, chat sessions, and more. All are customized to align with your unique requirements. Each with customizable drop-downs to capture specific areas of opportunity -- reducing QA effort.
Customer Experience Index
In addition to providing a QA score, VQ Online also supports a secondary (and separate) customer experience evaluation. This balances the evaluation and helps identify what matters most to customers.
Customer Insight
Easily find, listen to/read and share customer interactions based on a wide variety of criteria. Bring the customer to life within your organization.
Omni-Channel +
Multi-Site
VQ Online facilitates the consolidation of QA results and reporting across channels, sites, and touchpoints -- regardless of the technology you are using today.
Security
We protect your data and your brand as if it were our own. See below for more information.
Self-Directed Teams
Team Leads and (as an option) their Agents can be notified when an evaluation has been completed on one of their interactions. They can review results, read coaching direction and see reports on their own progress.
Easy Access to Data +
Flexible Reporting
A wide range of our most popular reports are available online for multiple levels within a center -- allowing you to spot trends and opportunities in real-time. Plus, all data can be easily exported into .csv format for offline, in-depth reporting using tools like Tableau and Crystal Reports -- in a single click.
QA Quota Mgmt System
Quality Assurance scheduling and management is one of the most time-consuming tasks in a contact center. VQ Online's QA Management System takes care of the 'who, when and what' related to QA Specialist work management.
Easy to Use + Update
VQ Online was designed to be very simple and intuitive to use -- and just as easy to update, revise or change elements of your scorecard or set-up structure.
No User Fees
Given that we are committed to letting the voice of the customer ring loud and clear through all organizations, you can provide access and online reporting to any stakeholder in the organization without paying additional user fees. Nice!
FLAT RATE PRICING
$2500 PER MONTH
UNLIMITED USERS
Let's Not Forget About Protecting Customer Data
VereQuest is committed to protecting your sensitive customer data using industry best standards. Given our work over the years with some of N.A.’s leading brands (many who are financial institutions), we have ensured VQ Online™ meets the highest levels of data security.
With this in mind, your version of VQ Online™ site:
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is hosted in a high-security site in North America that is independently audited each year to adhere to PCI and SOC 1 compliance standards
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resides on servers protected by high-end firewall systems (not an unsecured cloud)
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undergoes a full data back-up daily
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is scanned regularly to ensure that any vulnerabilities are quickly found and rectified
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uses Transport Layer Security (TLS) encryption (e.g. HTTPS) for all transmitted data
Access to VQ Online™ for system administration purposes is restricted to specific individuals who undergo full background checks and are monitored for compliance. You control who is able to access your version of VQ Online™ and the data you collect.
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