A web-based application that enhances call center productivity by providing real-time assistance to agents. If an agent is unable to satisfy/respond to a customer’s enquiry, the agent will request for assistance from a registered set of agents known as “Floating Agents” via a centrally displayed dashboard.
Quartz Time Keeper
Quartz is a timekeeping tool that is seamlessly integrated into an employee’s work day, allowing for efficient and accurate time management. Agents can view their time on a daily basis, review and make adjustments to their time, view full paid time for the current date, pay period, and month.
A web-based dashboard that provides Operations with a real-time view of staffed agent stations by campaign.
Need to make sure you don’t miss a word about you or the competition? TXTView has built-in Named Entity Recognition, allowing you to set keywords for tagging and immediate alerts in your dashboard.
ibex Recorder is a suite of recording technologies meant to monitor agent call and screen performance & behavior.
Network Recorder handles the upflow and downflow of all recording and reporting data handled in the CLX Sense suite, transferring gigabytes of data daily, for easy monitoring and reporting across your call center base.
Producing on average 200+ GB of audio per day
Recording screens for 24 sites with 4000+ extensions
Producing on average 180+ GB of video per day, per site
Every inbound or outbound call is recorded and stored for quick access, action, and reporting. What’s more, we make all of our audio available to our clients.
At all times, our agent screens are being recorded to ensure compliance to ibex and client standards. Video is regularly analyzed for areas of improvement, tailoring best practices, and training needs.
Our Blind Monitoring capability allows supervisors to monitor an agent’s real-time screen and audio, to ensure high levels of performance and compliance.