Contact Center Monitoring

Validate compliance
and improve agent performance.

We make it easy.

An Easier Way To Monitor Calls – 100% Coverage!

PerformMatch automates the review of every minute of every call – for 100% coverage. Using sophisticated speech analytics and language modeling, PerformMatch analyzes every call minute to (1) identify possible regulatory compliance violations, or violations of a company’s brand marketing guidelines and (2) track both internal and external agent performance.

PerformMatch caters to mid-market contact centers seeking a high quality monitoring and analytics platform, while providing immediate cost savings and efficiencies.  We work with Internal Contact Centers, BPOs, and 3rd Party live transfer/vendor contact centers. If you have 10-1000 agents in a regulated industry, we are your solution!

Automation And Scale

  • Around the clock surveillance on 100% of each call.
  • Stay compliant with regulatory guidelines, TCPA rules, and your own brand marketing guidelines.
  • Automate your QA Survey Review and Script Adherence for unified assessments.
  • Monitor 24/7/365 with total volume scalability.
  • Easy for storing and archiving historical audits and regulatory audio files.
  • Remove sensitive information from calls and chats using our Redaction capabilities.

Business Intelligence to Improve Performance

  • At a glance, view the compliance score for each call to pinpoint and evaluate potential problems with ease.
  • Identify the source of potential problems with each agent.
  • Rank the risk of your agents and vendors to identify the best, in order to train up or move out the worst.
  • Filter recordings by Rep ID, Call ID, advertiser, campaign, traffic source, date, grade and potential violations to identify trends or performance issues.
  • Use data to improve performance management and training opportunities.

 

Customizable And Flexible – Your Brand, Your Rules

  • Customize rules the way you want – change weights, risk thresholds, vendor tolerance levels, and much more.
  • Flexibility to fit into your existing QA survey and agent evaluation process, with the added risk and business intelligence needed to take fast action – Your Brands, Your Rules!

Save Time And Money

  • Fast & easy implementation—Cloud based SaaS means no on-premise installation required, no annual maintenance fees!
  • Get more coverage at a fraction of the cost of human review! PerformMatch can review calls for about 82% less than a human can review.
  • Reduce costs with automated monitoring and centralized information that is more complete, accurate, and a level comparison of data.
  • Access all of your reports, data and remediation anywhere, anytime.

Access Our Cloud-Based Platform To:

  • Gain rule calibration to centralize all compliance and QA activities within one system to drive faster resolutions, reduce risk, and create efficiencies.
  • Capture and track issues for audit purposes.
  • Send emails, and/or comment on specific potential violations internally or to vendors.
  • Send and track communications with other departments or third parties on remediation efforts.
  • Get one version of the truth!