TantaComm Evaluate adds dispute resolution capabilities

MIDDLETON, USA: TantaComm, a global provider of secure customer interaction recording and performance management solutions for contact centers, released a new Dispute Resolution module as part of their Evaluate quality management suite.

The solution was designed to systematically resolve customer service disputes, improve operational insight and reduce liability. Evaluate Dispute Resolution allows organizations to track rich metadata that will help them determine root causes of customer disputes supporting future improvements in customer service operations.

"Resolving disputes quickly and effectively is critical to our customers. Our Dispute Resolution module allows operations management to easily identify customer dispute interactions leveraging extensive metadata," said Ruben Moffett, TantaComm COO.

"What is unique about our solution is the business intelligence that is gathered through our managed workflow. Over time this data provides valuable insight regarding recurring operational issues that can be eliminated through root cause analysis and action planning."

TantaComm Evaluate provides a strong foundational platform, combining process and technology that is easy to administer, provides mechanisms for operations to target and track detailed levels of service, and delivers actionable information to both supervisors and representatives to ensure enhanced levels of service.

A single Evaluate license provides access to three powerful modules: Quality Monitoring, Process Verification and Dispute Resolution.