Harmony Enterprise Edition from QPC provides customers with all the tools required to improve customer satisfaction and improve operation awareness. The Enterprise Edition builds upon the features and functions of the Contact Centre Edition by including coaching, eLearning and surveying application modules.

The 'Coach' and 'Learn' modules provide supervisors with an automated framework for building personalised agent training programs by using quality and performance data from the Harmony suite and other contact centre applications.

The 'Survey' module enables supervisors and management the ability to create IVR and email based surveys for both inbound and outbound contact centres.

Harmony Enterprise Edition Modules
Harmony Standard Edition is ready to use with a robust set of core modules. Harmony’s VoIP call recorder and innovative web-based dashboard are included for all users, providing control over every aspect of every call and every required action.

Web Dashboard
The Harmony dashboard provides all users (agents and supervisors) with a browser-based interface to access all of the application modules. Built on Web 2.0 technology, users can easily customise views to ensure their most often used information is readily available to them.

Inbox Messaging
The Harmony message inbox, accessible from the dashboard view, alerts agents and supervisors to actionable tasks from the solution. This provides a complete collaborative framework between the agent and supervisors by ensuring no tasks “slip through the cracks.”

Recorder
Harmony resolves call recording challenges with robust solutions that are scalable, flexible, and affordable, enabling enterprises to implement deployments that best suit their existing operations. Harmony’s call recording architecture can support up to 250 simultaneous conversations on a single server, and as many as 500 simultaneous conversations in 'delayed' mode.

Screen Capture
Recording with screen capture allows you to capture and synchronise both the voice call and agent UI to provide a comprehensive view of the real-time actions and performance of each agent. You can also customise the rules to determine who and when screen captures will be part of a recording.

Monitor
Harmony provides real-time, remote silent monitoring with screen capture that gives authorised users permission to watch and listen to agent calls as they happen in real-time from anywhere in the world using a web browser. This gives you the ability to stay involved and in control with agentcustomer interactions.

Reports
Better information leads to better results. With Harmony reporting tools you will have the information you need to make the right decisions at the right time. You can analyse the data of your operation (quality and usage) and have access to archival capabilities (access to past recordings should you need it for quality or legal reasons). Plus, our exporting tools make it easy to format and disseminate the information to the people that need it.

Evaluate
The Harmony 'Evaluate' or quality management module takes advantage of Harmony’s multi-channel recording and archiving capabilities, so you can evaluate voice and support transactions, such as chat and email. This module includes a conversation graph that serves as an indicator of a problematic call (for example, elevated lines in the graph may indicate elevated voices). You can also bookmark and annotate sections of the recording with text or voice comments to provide specific feedback to the agent.

Analyse
The Harmony 'Analyse' module provide enterprises with performance management that enables them to create customisable, role-based scorecards and dashboards to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact centre. Users can customise key performance indicators (KPIs), metrics, goals and alerts to meet their contact centre objectives. This helps ensure your contact centre employees are focused on the KPIs that will drive performance improvements across your sales, collections and customer service processes to realise cross-functional alignment with strategic goals.

Coach and Learn
Harmony’s 'Coach' and 'Learn' modules put knowledge in the hands of those who need it, when they need it the most. These integrated contact centre coaching and elearning modules provide a collaborative feedback loop between the agent and the supervisor to delivery training content and messages to agents just in time to improve their efficiency and enhance productivity. Contact centres will have better trained, motivated, and empowered agents, which invariably results in improved customer satisfaction, retention, advocacy, and profitability.

Survey
The Harmony 'Survey' module allows users to create integrated IVR and email based surveys for both inbound and outbound contact centres. This tool, which is tightly integrated with our call recordings, includes the ability to create, distribute, collect, analyse and report on survey results. It also provides a framework for integrating survey results with external third-party tools or other internal operational systems.

Make the Right Call with KnoahSoft's Harmony Suite from QPC
With its unique 100% IP-based architecture, Harmony offers advanced capabilities at the right price. You can also automatically receive software upgrades and enhancements through the KnoahSoft Software Upgrade Program. Whether your contact centre has 20 users or thousands, the KnoahSoft Harmony Suite from QPC will support you now, and in the future.