KnoahSoft’s Harmony Suite from QPC helps businesses improve customer satisfaction and increase operational awareness by providing formal and informal IP-based contact centres with a low-cost, modular, web-based solution. Built for VoIP from the ground up, Harmony supports call recording, quality and performance management needs and initiatives. Harmony also helps build a collaborative work environment by giving all contact centre constituencies – executives, managers, supervisors, QA specialists, coaches and agents – the information they need to do their jobs.
World class customer service comes from agents that are well trained, well coached, and committed to making customers happy. With its unique 100% IP-based architecture, Harmony™ 2.0 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, KnoahSoft and Harmony™ Suite 2.0 support you now – and in the future.
KnoahSoft’s Harmony Suite is available in the following packages to best meet your specific requirements.
Harmony Standard Edition 2.0
Harmony Standard Edition comes complete with the required tools, functionality, and features organisations need to ensure that agent/customer interactions are recorded and that they meet the highest standards of service and care.
The Standard Edition includes:
- call recording with screen capture
- web-based dashboard
- silent monitoring
- the ability to produce numerous reports with the included custom report builder
Harmony Contact Centre Edition 2.0
Harmony Contact centre Edition comes complete with the required tools, functionality, and features organisations need to ensure that agent/customer interactions are recorded and that they meet the highest standards of service and care.
The Contact Centre Edition provides customers with a comprehensive and powerful set of Harmony tools to give a total view of the contact centre. It expands on the powerful capabilities of Harmony Standard Edition by adding the ‘Evaluate’ and ‘Analyse’ modules.
By enhancing the solution with our ‘Evaluate’ and ‘Analyse’ modules, customers will not only have a workflow-enabled quality assurance evaluation environment, but also tools 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.
Harmony Enterprise Edition 2.0
Harmony Enterprise Edition 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 call 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.