Mercom Releases Version 1.4 of Mercom Interaction Quality
Lyndhurst, NJ, April 19, 2004 - Mercom Systems, Inc., a provider of multimedia recording and performance evaluation tools for contact centers, today announced the release of Mercom Interaction Quality(TM) (MIQ) 1.4. MIQ allows users to monitor and evaluate the quality of agent-customer interactions. Version 1.4 is now available through Mercom distributors.
"As a web-based application, Mercom Interaction Quality enables you to get immediate results by conducting evaluations online and creating reports, graphs, charts, and trending data based on that information," said Bob Jagendorf, Director of Marketing at Mercom. "This improves efficiency by eliminating paperwork, and dramatically increases ROI by allowing you to track key areas that are impacting the customer experience and use that data to improve contact center operations and customer loyalty."
Mercom Interaction Quality version 1.4 contains additional fields for capturing information for sorting and reporting purposes, such as allowing users to flag selected calls as exceptional, disputed or needing follow-up. With version 1.4, Mercom is also providing free "best practices" evaluation templates targeted to common contact center functions. The provided templates are based on tested techniques proven effective in contact centers for increasing customer loyalty, sales revenue, and measuring those agent behaviors shown, by correlation to survey results, to be key to the customers' experience.
About Us
Mercom Systems, Inc. is a leading provider of easy-to-use multimedia recording and evaluation tools for contact centers. The company is privately held and headquartered in Lyndhurst, New Jersey. Mercom has been operating in the public safety and contact center markets since 1996, serving over 5,000 customers worldwide. It has developed a reputation for delivering highly-reliable, advanced recording technologies to contact centers across a wide range of industries. Mercom’s contact center products help clients retain customers and employees, reduce interaction handling time, enhance employee skill sets, increase revenue, and minimize training costs. For more information, contact Mercom at 888-MERCOM1 or visit www.mercom.com.
