Mercom Systems Announces Interaction Quality™ Call Taker Evaluation Software for 9-1-1 Centers
Comprehensive Scoring Eases Task of Evaluating Call Takers and Dispatchers
Lyndhurst, NJ — March 22, 2002 — Mercom™ Systems, Inc. (www.mercom.com), a leading provider of advanced multi-media recording solutions for Contact Centers and 9-1-1, has released its Mercom Interaction Quality™ platform for recording and evaluating interactions with the public.
The Mercom Interaction Quality platform, based on Microsoft’s new ASP.Net technology is an economical, easy to use, yet powerful tool for monitoring and evaluating the job performance of call takers and dispatchers. Such monitoring is increasingly necessary to meet the standards of state licensing agencies, and to minimize liability exposure.
The Mercom Interaction Quality software runs in conjunction with Mercom’s recently released Audiolog™ 3.0 recording server platform. Calls can be retrieved randomly for on-going management review programs, or specific incidents can be reviewed. The system can isolate and retrieve separate calls and incidents even with trunked radio systems, where conventional recording will not produce coherent results.
Using the Mercom Interaction Quality system, a manager scores using a customizable checklist concerning the appropriateness, accuracy and promptness of the call taker’s or dispatcher’s questions, answers and responses. Training can become proactive rather than reactive as the skills of the staff are highlighted.
About Us
Mercom Systems, Inc., is a privately held computer telephony systems manufacturer headquartered in Lyndhurst, New Jersey. Mercom’s solutions are installed in leading call centers, government agencies, utilities, and financial institutions around the world. Mercom was named one of the fastest-growing companies in the country by Inc. magazine in its annual ranking of the Inc. 500, the comprehensive guide to America’s fastest-growing private companies.
Contact Information
Mercom Systems, Inc., 9 Polito Avenue, 9th Floor, Lyndhurst, NJ 07071. Toll Free: 888-637-2661, Phone: 201-507-8800, Fax: 201-507-5554, info@mercom.com, www.mercom.com.
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Trademark
Mercom, Audiolog, and Mercom Interaction Quality are trademarks of Mercom Systems, Inc.
Other company, brand, product, and service names are trademarks or registered trademarks of their respective holder
