Truly engaging customer experiences begin with effective workforce management. HP Qfiniti (formerly known as etalk Qfiniti) brings the next generation of workforce optimization (WFO) to the contact center, enabling you to deliver exceptional customer experiences that maximize the value you get from one of your highest cost centers—the costs associated with people.
Built on industry-leading call recording technology, Qfiniti delivers the advanced tools needed in today's global, multisite customer service centers. Qfiniti's unified, modular suite includes tools for strategic planning, workforce management, call recording, coaching and eLearning, interaction analytics, surveying, and more. You can record calls for compliance management, and selectively capture voice and desktop activity for quality assurance. Innovative built-in coaching, real-time assistance, evaluation, survey, and training modules help you ensure that your business delivers true quality performance.
Extending the industry-leading legacy of etalk through innovation at HP, Qfiniti offers seven highly integrated workforce optimization modules, each performing a specific and critical contact center management task or function. Deploy with HP Explore's advanced Voice of Customer analytics to gain valuable insight from all of your customer interactions. For added flexibility, the entire suite is engineered to operate seamlessly together, or the modules can be deployed individually as stand-alone products to solve your most urgent contact center management needs.
Unified, modular framework: Implement integrated modules for call and screen recording, agent evaluation, real-time assistance, customer surveys, and agent training modules.
State-of-the-art workforce management: Improve operational efficiency, drive interaction effectiveness, and drive improved agent engagement with enterprise-level, multi-skilled scheduling and forecasting.
Meaning-based approach: Complete strategic actions based on a deep understanding of your customers, competitors, and markets.
Call logging or selective recording: Powerful contact center monitoring options include transaction-based recordings of voice, screens, or both, simultaneously.
Real-time assistance: Serve agents relevant recommendations to improve first-contact resolution rates, decrease training overhead, and accelerate agent effectiveness. Real-time assistance helps you improve upsell and cross-sell results with intelligent recommendations.
Compliance: Realize an unprecedented level of compliance in email, IM, chat, and audio recordings to ensure all interactions are managed within regulatory and corporate policies.
Post-call customer surveys: Conduct automated surveys linked to the specific service interactions to get direct and immediate feedback through email using a web-based survey, or post-call using IVR technology.
Desktop analytics: Capture agent activity at the individual desktop level to reveal how agents are interacting with their desktop applications and map agent activity to workflows and tasks to identify knowledge gaps and training opportunities.
Advanced Voice of Customer analytics: Use HP Explore to effectively monitor voice of the customer interactions across any channel to gain valuable insight to foster loyalty, reduce churn, and maximize customer lifetime value.