Call Recording Featured Article

New Version of CXM Now Available for Contact Centers

August 15, 2014

By Meenakshi Shankar, Call Recording World Contributor

CXM Inc., a developer of call recording, screen recording, performance evaluation, agent coaching, workforce management and speech analytics solutions, recently unveiled version 5 of CXM (Customer Experience Management), its call recording and quality monitoring solution.

“Version 5 sets the pace for modern workforce optimization tools,” a company official said in a statement.

CXM is a complete solution for contact centers which features tools like; Call Recording, Screen Recording, Performance Evaluation, Agent Coaching, PCI Compliance, Workforce Management and Speech Analytics. Key features of the latest version 5 release include: enhanced agent portal platform for agent evaluations and eLearning, email agent notifications of pending training or evaluations, agent response capability that stores the agents response with the evaluation and sends a copy by email to the evaluator, updated web user interface for a cleaner easier user experience, and enhanced call recording capabilities for Avaya, Cisco, Mitel, NEC, Nortel, Genesys, and Zeacom.

CXM has progressed from a simple recording system to a robust quality monitoring solution. With a simple intuitive interface, CXM delivers results that help clients protect their business and exceed customer expectations. The solution is designed to streamline the quality monitoring process and allow contact centers to adapt to new training and coaching methodologies.  Some of the key capabilities that help facilitate this include: automated workflows, integrated eLearning, robust agent portal with testing and training tools,  email integration for notifying agents of evaluations, and integrated agents response.   Moreover, its quality monitoring tools automates the agent coaching process, allowing the agents to respond to coaching questions from the evaluation itself. This creates immediate two way communication between the agents and coaches. 

Customers who currently have CXM maintenance on at least version 4.5, are now eligible to receive the upgrade at free of cost, said the company.  




Edited by Alisen Downey

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