VPI's Activ! IQ™ Call Quality Monitoring application provides valuable insights into customer service and agent effectiveness. Activ! IQ™ is a powerful Quality Management (QM) solution that equips organizations of all sizes to proactively improve customer experience, loyalty, and value. With Activ! IQ™, you can:

• Maximize the effectiveness of your QM processes – implement pertinent business rules to facilitate the focused, intelligent selection of interactions for evaluation.
• Ensure the objective and consistent evaluation of interactions and post-call customer surveys using fully customizable forms to monitor customer perspectives on quality.
• Streamline the evaluation process with Web-based access to a unified interface for evaluation and playback of synchronized call and screen recordings.
• Access quality and performance information anytime, anywhere, using a flexible Web-based portal.
• Drive ongoing quality improvements – leverage real-time intelligence presented by optional dashboards, which are customizable for each user based on roles, privileges, and responsibilities.
• Analyze your QM results and trends using comprehensive reports with data roll-up and drill-down options for expedited, in-depth analysis of causes for quality problems or customer interaction excellence.
• Align your QM program with strategic business goals – implement integrated, real-time performance management, speech analytics, and agent coaching systems.