[Singapore, 23^rd Aug.24] – Innovax Systems is proud to announce the launch of its innovative GenAI QM Assist, designed to transform quality management in businesses. By integrating cutting-edge AI technology, OpsCentral GenAI QM Assist promises to elevate performance assessment and streamline operational efficiency.   

At the heart of GenAI QM Assist is its innovative curated scorecard, which plays a pivotal role in the evaluation process. This scorecard is meticulously designed and tailored for each call center agent, ensuring that the assessment reflects individual performance attributes accurately. The scorecard incorporates a range of key performance indicators (KPIs) that are relevant to various communication channels, including voice calls, email, and messaging.

The curated scorecard not only evaluates standard metrics such as response time, resolution rates, and customer satisfaction but also includes customized criteria based on specific roles and responsibilities. For instance, agents who handle complex inquiries may be assessed on problem-solving abilities and knowledge application, while those focused on high-volume tasks may be evaluated on efficiency and speed. This tailored approach provides a comprehensive view of each agent’s performance, highlighting both strengths and areas needing improvement.

Supervisors benefit from the detailed insights provided by the scorecard, which breaks down performance across different dimensions. This allows for precise identification of individual and team-wide trends, helping managers to pinpoint areas for training and development. Furthermore, the scorecard facilitates meaningful comparisons between agents, enabling supervisors to recognize top performers and implement targeted incentives to drive continuous improvement.

“OpsCentral GenAI QM Assist represents a major leap forward in quality management,” said Alex Koh, Chief Technology Officer at Innovax Systems. “The curated scorecard is designed to provide a detailed assessment of agent performance, tailored to their specific roles and responsibilities. This level of personalization ensures that evaluations are not only accurate but also actionable, driving better outcomes and enhanced performance.“

One of the most significant advantages of GenAI QM Assist is its ability to quickly and accurately gauge team performance without the need for manual call reviews. This not only saves valuable time but also ensures that performance evaluations are impartial and free from human bias. The AI-driven system delivers objective scoring, enhancing the fairness and accuracy of performance assessments.

The introduction of GenAI QM Assist underscores OpsCentral’s commitment to pushing the boundaries of technological innovation. With this new tool, management teams can now ensure more effective and equitable evaluations, ultimately leading to enhanced team performance and greater operational success.

For media inquiries or further information, please contact:

Rhoda Siu

Client Manager, Innovax Systems

Phone: +65 6701 1888 or E-mail: pr@innovax.systems