KnoahSoft, a workforce optimization (WFO) solutions provider, has released version 4.0 of its comprehensive WFO suite, Harmony.
Harmony 4.0 is cloud-ready for hosted contact centers and improves productivity and quality through advances in three categories: mobility, real-time speech analytics, and desktop analytics. Additionally, 4.0 has a new Harmony Xpress offering that reduces the total cost of ownership for customers with up to 100 seats by delivering a version of Harmony with an embedded SQL database free of charge.
Through a downloadable application available on Android and Apple IOS devices, smartphone users can now use Harmony 4.0 on their mobile devices. The application lets users participate in live silent monitoring of phone calls and provides access to a real-time dashboard with call and agent related metrics.
Harmony 4.0 also leverages the latest advances in real-time speech analytics to assess in-progress calls and send instantaneous notifications to a designated Harmony workstation, mailbox, or mobile phone. This enables call center supervisors to intervene and correct issues as the interaction is taking place. Enhanced widgets also benefit both managers and agents by providing live prompts and alerts.
Rounding out the Harmony 4.0 feature set is improved desktop analytics, which provides enhanced PCI compliance to automatically mute and mask screen captures focused on confidential information like credit card data. In addition, Harmony 4.0 automatically detects the start and end of chat, email, and back-office transactions and triggers the appropriate KnoahSoft API for agent desktop screen captures.
"With new mobile, real-time speech and desktop analytics functionalities, Harmony 4.0 is continuing to change the world of contact center operations for the better," said Ralph Barletta, president and co-founder of Knoahsoft, in a statement. "This product is a realization of our commitment to delivering the very best workforce optimization and performance management technologies, at the very best value, to meet the needs of both large enterprises and SMBs."