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Employment Assessment, Training, Testing

Testing as a pre- employment strategy can measure a candidate’s knowledge, skills or other characteristics. The assessment can also measure certain call center job related skills or aptitudes such as reasoning ability, knowledge of business terms, memory recall, vocabulary, numerical perception or mechanical interest. The employee testing is also used by some firms to screen employee's job-related behaviors for suitability to job requirements.


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CRMX Preferred Vendor

Automated Call Scoring by CallFinder

CallFinder is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.

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CRMX Preferred Vendor

Calabrio ONE Workforce Optimization Suite by Calabrio

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) and employee engagement suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

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CRMX Preferred Vendor

Eureka Customer Engagement Platform by CallMiner

CallMiner’s mission is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. CallMiner’s market leading cloud-based interaction analytics platform Eureka automatically analyzes contacts across all communication channels: calls, chats, emails, SMS, surveys and social. Over 2 billion hours of conversations are mined per year to improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction.

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CRMX Preferred Vendor

GamEffective by GamEffective

GamEffective is a leading platform for workforce motivation, performance management, and training. It offers an employee-centric solution enabling companies to align employee focus, knowledge and engagement throughout their departments and locations. The platform uses a combination of deep gamification, rich communications, feedback and recognition, and data-driven adaptive learning to maximize employee motivation and learning engagement. GamEffective serves a diverse client base of global fortune 500 companies including Unilever, Novartis, Singtel, and Microsoft. Its platform is deployed worldwide with tens of thousands of users where it helps boost employee performance, improve proficiency, streamline communications and drive the adoption of products and processes.

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CRMX Preferred Vendor

Sharpen Empower by Sharpen Technologies

Sharpen Technologies has developed an agent-first omni-channel cloud contact center platform. Its solutions uniquely address long-standing agent issues responsible for sub-par customer experiences. Sharpen’s patent-pending Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The company’s unique omni-channel approach gives agents a single interface for communicating across any channel. A global, cloud-native platform eliminates scalability issues while delivering mathematically unbeatable voice quality. Sharpen was named among the Best Places to Work in Indiana. The company is also a recipient of the Stevie American Business Awards. Sharpen was founded in 2011 and is headquartered in Indianapolis, Ind. Visit https://sharpencx.com/ or call 855.249.3357.

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AmplifAI by AmplifAI Solutions, Inc.

AmplifAI is an AI-powered, all-in-one solution providing frontline supervisors and employees with personalized performance dashboards, data-driven coaching & recognition, performance-driven micro-learnings, and engagement-enhancing gamification.
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Maci™ by RapportBoost.AI

RapportBoost.AI is an Artificial Intelligence and Conversational Commerce company that optimizes live chat sales to deliver dramatic and sustained impact on its clients’ Key Performance Indicators. RapportBoost.AI’s Maci™ Augmented Intelligence platform can be configured to measure and improve any chat-related outcome important to an online brand. Learn more about how to optimize live chat sales for your brand from the team at RapportBoost.AI.
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Real Time HUMAN QA Reviews by Call Criteria

Call Criteria is a Comprehensive HUMAN Quality Assurance Company that provides agent performance analysis as well as compliance solutions to industries like education, insurance, healthcare and financial services.

Working with real HUMAN analysts, we have analyzed over 30 million minutes of customer engagements to provide accurate insights.

Typical results experienced by Call Criteria clients include month over month reductions in compliance violations at a rate of 7% while improving lead conversion and customer retention at a rate of 12% and 9% respectively.

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TDC Bridge Intelligent Messaging Platform by TEN DIGIT Communications LLC

TEN DIGIT modernizes business communications for teams and contact centers by enabling business landlines to work like smartphones using its patented platform, TDC BRIDGE. The platform provides a better customer experience, higher agent satisfaction and an increase in productivity through ‘Intelligent Messaging’TM – resulting in Smarter ConversationsTM with your business.

TDC enables business teams to communicate more effectively with smartphone-enabled customers – using text, voice, link/photo sharing capabilities resident on any generic smartphone.

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Zacoustic Calibrator by Zacoustic

Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful and impactful process, policy, product, and technology decisions while operations leadership responds agilely to real-time customer experiences. Zacoustic is a global company based in Austin, TX.