Contact Center Solutions Featured Article

Tantacomm Adds Dispute Resolution Module to Evaluate Solutions

February 13, 2014

Tantacomm a provider of secure customer interaction recording and performance management solutions for contact centers has introduced a new dispute resolution module in its Evaluate quality management suite.

Specialist in providing solutions for customer interaction recording, security and regulatory compliance and quality management solutions, Tantacomm serves major contact centers, inside sales teams and technology providers.

TantaComm (News - Alert) touts the ability of its new solution to systematically resolve customer service disputes, provide greater operational insight and also bring down liability. Ruben Moffett, TantaComm chief operating officer said, “Resolving disputes quickly and effectively is critical to our customers. Our Dispute Resolution module allows operations management to easily identify customer dispute interactions leveraging extensive metadata.”

“What is unique about our solution is the business intelligence that is gathered through our managed workflow. Over time this data provides valuable insight regarding recurring operational issues that can be eliminated through root cause analysis and action planning,” Moffett added.

The Evaluate dispute resolution feature will help organizations to track rich metadata so that they can decipher reasons for customer disputes. This will help improve customer service operations.

The optimized foundational platform of the Tantacomm Evaluate synergizes processes and technology to make administration easy. In addition, the solution also allows targeting and tracking of detailed levels of service—enabling supervisors and representatives to maintain optimum levels in delivering services.  It is also noteworthy that a single Evaluate license provides access to three powerful modules encompassing quality monitoring, process verification and dispute resolution.

In the increasingly multi-channel environment that is the modern contact center, the ability to monitor and track all of the activities on those channels and quickly resolve disputes is critical.

Beyond traditional inbound/outbound calling, today’s customers use chat, E-mail and social media. Recording interactions currently demands robust screen capture. It is way another capability from TantaComm, the recently introduced Capture Screen, that is attracting attention since it allows TantaComm customers to augment their Capture Audio module and record full agent-customer interaction.




Edited by Peter Bernstein

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