Overview
The Quality Management and Speech Analytics (QM/SA) application offers support for 8x8 Work users in addition to 8x8 Contact Center. This allows organizations to enhance customer communication experiences and maximize user efficiency. Quality Management and Speech Analytics add-ons for 8x8 Work are compatible with all X series licenses.
Applies To
8x8 Work
Quality Management and Speech Analytics
Features
Speech and text analytics for client interactions via 8x8 Work: This allows you to discover content trends and identify coaching opportunities based on recorded interactions.
Quality management for 8x8 Work: Allows supervisors to evaluate users, discover coaching opportunities, and create reports based on user performance.
Stereo call recording: Enables user-client calls to be recorded separately, on two different channels.
Language Support
This version of QM/SA for 8x8 Work supports the following transcription policy languages:
English (US, AU, CA, GB)
French (CA)
Spanish (US)
Limitations
The following features are not yet supported by QM/SA for 8x8 Work:
Live monitoring
Voicemail
Meetings
Transcription for queues or ring groups
Call transfer across 8x8 Work and 8x8 Contact Center
Interlinked transferred interaction
Cannot see SMS interactions in QM/SA
There is no bulk download for interactions; they'd have to be done one at a time.