Qfiniti Advise is the industry's most complete, easy to use, system for measuring and evaluating agent performance. With Advise, companies can establish the performance criteria for their customer contact centre and use Advise's highly automated tools to evaluate, analyse, and maintain the quality of customer contact agents.

• Centralised management supporting enterprise-wide quality
• Consistent quality data and evaluation results
• Greater efficiency through a faster and more precise evaluation process
• Flexible evaluation planning, measurement, and analysis
• Proven ROI through greater automation providing higher productivity and enhanced customer satisfaction

Streamline Evaluation Tasks
By improving the efficiency of the evaluation process, Qfiniti Advise lets you quickly and effectively assess quality related performance activities. This means that you identify problems sooner, saving time and improving the quality of your coaching efforts. You can also eliminate paperwork and greatly reduce the manual steps needed to complete the evaluation process by easily creating and modifying evaluations online.

Advise uses a variety of scoring features and easy to use navigation features to make completing evaluations simple and relevant to each type of transaction monitored.

• User-defined questions and scoring
  - Drop-down boxes
  - Radio buttons
  - Edit boxes
• Spell checking
• Advanced scoring options
  - Non-applicable questions
  - Non-scoring questions
  - Auto answer
  - Auto fail
  - Weighting
• Form version control

Improve Scoring Consistency
Quality improvement and motivation requires fair and balanced reviews across all agents, Qfiniti Advise helps quality teams maintain this reliability through a variety of tools. Online calibration reviews can supplement or reduce current traditional calibration sessions among quality teams and customised question and answer scoring tips help ensure evaluation score consistency among evaluators. In addition, evaluations can also be performed on quality teams or supervisors to help improve scoring or coaching techniques. Qfiniti's enterprise analysis options are also available to further review uniformity among evaluators.

• Trending and analysis by evaluator
• Scoring tips and guidelines
• Online calibration
• Quality team performance evaluation

Simplify Evaluation Management
Qfiniti Advise helps supervisors better manage their workloads by simplifying the compliance management process. By automating many time consuming tasks, Advise reduces the time and cost of completing compliance activities and through seamless integration between Qfiniti and Microsoft Exchange evaluation requirements can be delivered directly to quality analysts' Outlook folders. Active Work further expedites the completion of quality plans, with progress monitoring options.

• Evaluation scheduling and email notification
• Visibility across teams and managers
• Outlook task synchronisation
• email compliance and progress reports

Enhance Coaching Effectiveness
Qfiniti Advise enhances the ability of supervisors and managers to provide consistent and effective agent coaching. Embedded coaching comments and questions linked to recordings allow targeted behaviour improvements with easy agent evaluation review. The self-evaluation options allow agents to review their own performance, reinforcing supervisor coaching.

• Link to Qfiniti Observe recordings
• Coaching comments
• Perform self-evaluations

Extensive Analytical Capabilities
Qfiniti creates a single, centralised data repository for all quality-related information. This centralised data source supports sophisticated reporting and analysis, and allows performance related data to be gathered and easily disseminated throughout the organisation. Drill down capabilities simplify the analysis of behaviours, agents, groups or site trends.

• Trend analysis with drill down
• Classification evaluation analysis
• Productivity and quality comparisons
• email or schedule reporting tasks

Part of the Qfiniti Enterprise Solution
Advise is part of the Qfiniti enterprise solution that helps international, multi and single site operations deliver outstanding customer service and ensure regulatory compliance. This unified, scalable and centrally managed platform enables you to capture call / desktop events and then evaluate and analyse these activities. Combined with Qfiniti's intelligent speech analytics, transaction assistance and survey tools, the solution suite helps companies to improve performance throughout the organisation.