Authenticx has launched a quality management solution to help healthcare contact centres gather agent performance insights.
The new solution pairs well with other Authenticx solutions such as Smart Sample, which collates insights from customer interactions.
Amy Brown, Founder and CEO of Authenticx, said: “Healthcare organizations are always looking to improve quality but reviewing processes and patient feedback is an arduous process without the help of technology like machine learning.“
“It’s not easy for a human to translate unstructured data, like call recordings, into something both actionable and scalable. Not only have we made this possible at Authenticx, but our new quality offering advances the layers of insights to deliver improved QA scores, onboarding examples for new customer service agents and feedback for agents post-interaction to improve their skills.
“In launching this quality solution, we’re marrying qualitative and quantitative data so healthcare organizations can create the best, most empathetic patient experience possible.”
To increase efficiency, the quality management solution reduces onboarding time and provides auto-scoring of agent conversations.
Based on evaluated conversations, the solution provides feedback on first call resolution, average time, accountability and more. This way, agents can track improvement and quality scores over time.
In addition, a montage library feature captures and creates montages of the positive impacts agents have made and builds a library for easier onboarding.
The company claims one customer in the life sciences industry achieved an overall quality score of 95 percent by using Authenticx’s quality features along with the Smart Sample feature.
Earlier this year, Authentix introduced new enhancements to its main product features.
