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Nexus VP of Sales Quoted in KnoahSoft Announcement

Release Date: 9/10/2008

Knoahsoft, inc., the innovative provider of call recording, quality and performance management software for contact centers, today announced the general availability of their Harmony Suite 2.0, a comprehensive, yet affordable and tightly integrated set of web-based modules for recording, quality evaluation, surveying, coaching, training, performance management and analytics. Cost-sensitive organizations seeking to improve the effectiveness of their agents and improve the overall caller experience can easily transform their contact center into a high-performing and collaborative work environment by giving all contact center constituencies - executives, managers, supervisors, QA specialists, coaches and agents - the transactional information they need to do their jobs and improve operational efficiencies with Harmony.

Knoah Solutions, a 1,000+ person contact center, selected Harmony 2.0 because of its scalable call recording and tightly integrated agent performance modules. "Harmony has delivered on all the cost-saving and productivity enhancing advantages that we require," said Bipin Chandra, Chief Operating Officer at Knoah Solutions. "Harmony's features-to-price ratio, combined with its ability to address our multiple application requirements that are truly integrated, on an easy to use, web-based architecture made it a smart decision for us to select Harmony."

"Because all agents are created equal"
World class customer service comes from agents that are well trained, well coached, and committed to making customers happy. Harmony's comprehensive, yet affordable and tightly integrated, 100% IP-based modules for recording, quality evaluation, surveying, coaching, training, performance management and analytics enables companies to effectively manage today's caller experience by optimizing agent performance in the contact center.

With considerable expertise in the IP contact center space, Nexus focuses their customer offerings to tightly integrated product suites. "The advanced feature set and affordability of Harmony makes it a powerful solution for our contact center customers," said David Elsner, VP of Sales at Nexus. "Knoahsoft's Harmony Suite delivers on the recording, quality management and analytic tools that will enable our customers to increase agent productivity and customer satisfaction."

Harmony is ready to use with a robust set of core modules. Harmony's VoIP call recorder and our innovative web-based dashboard are included for all users, providing control over every aspect of every call and every required action. harmony's modules and features include:

• Web Dashboard provides all users (agents and supervisors) with a browser-based interface to access all of the application modules and real-time reports.
• Inbox Messaging accessible from the dashboard view, alerts agents and supervisors to actionable tasks in Harmony. This provides a complete collaborative work environment between the agent and supervisors by ensuring no tasks "slip through the cracks."
• VoIP Based Call Recording supports up to 250 simultaneous conversations on a single server, and as many as 500 simultaneous conversations in various configurations.
• Screen Capture allows you to capture and synchronize the both the voice call and agent UI to provide a comprehensive view of the real-time actions and performance of each agent.
• Monitor module gives authorized users permission to monitor agent calls as they happen from anywhere in the world using a standard web browser.
• Evaluate module enables you to perform quality assurance scoring on call recordings as well as chat and email. quality reviewers can also bookmark and provide voice and text annotations on call recordings.
• Analyze module enables organizations to create customizable, role-based scorecards and dashboard views to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact center.
• Coach and Learn modules put knowledge in the hands of those who need it, when they need it the most. These integrated contact center coaching and e-learning modules provide a collaborative work environment between the agent and the supervisor to deliver training content and messages to agents just in time to improve their efficiency and enhance productivity.
• Survey module allows users to create IVR and web-based surveys for both inbound and outbound contact centers. Individual IVR survey results can also be linked to call recordings for a complete transactional view.
• Reports module provides users with numerous out-of-the-box reports, plus report templates for customized queries on agent and team performance.

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