Contact Centre Management

CX360 is JEM’s complete contact centre management solution that provides 360 degree visibility and control over your sales operation. From shift planning and sales capture to QA and commission, JEM CX360 provides a complete cloud platform for managing the performance of a modern outbound contact center.

Sales

• Gain real-time visibility of revenue generated and leakage by agent / team / campaign
• Increase Agent engagement with dynamic dashboards
• Capture key sales data to forecast revenue generated
• Forecast and track agent attendance to manage campaign planning
• Communicate with all contact centre staff using a restricted live messenger system

Commission

• Incentivise your agents with visible progress against commission payable targets
• Automatically reconcile commission receivable to 3rd party reports
• Calculate commission payable based on sales capture and leakage reports

QA

• Automate your call review process and reduce costs by making your QA team more efficient
• Calls automatically selected based on compliance quotas
• Calls are placed in batches to automate workflow
• Optional call recording visualisation and transcription
• QA scorecard builder provides flexibility to align with compliance requirements
• Review and QA calls to meet compliance standards and provide focused training
• Feedback notifications and Agent training confirmation
• Calibration tools to remove QA bias