In addition to our Unified Communications application suite, XCheck delivers Call Center applications that extends the XCheck suite for the specific needs of call centers.  These applications include:

Quality Assurance & Employee Optimization

XCheck Quality & Optimization applications pick-up right where our unified communication platform leaves-off. We've used the same web-based, collaborative and flexible approach to QA that we did with our core platform.  As such, we've added the following call center specific features to ensure call centers achieve maximum results from implementing XCheck QA:
 

•  QA Form Development & Integration
  XCheck has developed a highly flexible form designer for call center managers to quickly develop, implement and manage quality feedback forms into their everyday operations.  The form designer includes the templates, question categories, aggregation and scoring as you'd expect with a topline voice QA system, but also includes the ability to apply these forms to chats and email, and integrates these 'management' processes into your overall communication platform in a seamless manner.
   
• Tagging & Search
   XCheck leverages Web 2.0-style tagging and search techniques throughtout our application suite.  When it comes to quality assurance, this takes the form of significantly enhancing managers' ability find the salient transactions within call center's broad collection of communications (calls, chats, emails) to ensure representative, critical and/or agent-identified communications are highlighted and reviewed.  Communications can be searched, exposed and reviewed by call type, client, agent disposition/issue, conversation, or any other tag defined by the business.
   
• Manager-Agent Communications
  XCheck's leverages our highly-integrated QA and unified communications platform to tightly embed the QA process into the overall communication and employee optimiaztion environment between managers and agents.   The system provides seamless QA feedback from manager to agent, and provides simple oportunities to add business-appropriate mitigation and feedback loops between agent and manager.  Furhtermore, through the mashable functionality available from XCheck, call centers can integrate and customize additional features into this process - features lie integrated delivery of eLearning modules, performance management scorecards.  The opportunities are limitless.

Workforce Management & Scheduling

XCheck has further extended our suite to provide Workforce Managent (WFM) & Scheduling functionality for call centers.  Built on our collaboration platform, XCheck WFM provides the right scheduling features and funtionality for call centers of a wide range of sizes and types.  From large, multi-skill, highly automated call centers, to small, growing call centers with simple but business-critical needs, XCheck WFM is the feature-rich and flexible hosted answer:

• Advanced Forecasting & Scheduling
  Whether your center is large, small, single-skilled, multi-skilled, single or mutli channel, XCheck forecasting and scheduling has the tools needed to develop highly accurate, simple to manage, optimized agent schedules.  XCheck WFM is integrated with the entire XCheck suite, so it provides a closed communication and management loop for schedulers, managers and agents alike to communicate schedules, changes, requirements and issues.
   
• Compliance
  Regardless of organizational or scheduling complexity, one of the key requirements of any call center is the ability to track and manage agent schedule compliance.  XCheck delivers check-in/out features within the core application suite, so agents can validate thier schedule before taking breaks or clocking-out, and they can proactively review their schedules and compliance within personal calendars to ensure learning and future compliance.  Furthermore, XCheck delivers a number of realtime dashboard views of agent compliance to streamline the management process for schedulers and managers.
   
• Integrated Calendar & Messaging
  Delivery of WFM within the XCheck collaboration platform enables all members of the call center operation to understand what their scheduling actions (meetings, training, one-to-one's, etc) have on the overall compliance and service level achievement of the organization.  gone are the days when schedulers, managers and agents battle of effective use of resource time, and the implications of indidual and group actions.  The transparency and embedded communications delivered by XCheck WFM ensure schedules and compliance aren't merely understood, but achieved as well.