New Veritel XQ monitoring solution announced

Activa Solutions, an award winning voice, quality and performance management solutions provider, has announced today the global launch of Veritel XQ.

The system has been developed to assist control rooms and non-emergency call handling operations with the implementation of the National Call Handling Standards that come into force in April of 2006.

The National Call Handling Standards project that is being led by APCO (Association of Police Communication Officers) has the objective to introduce a national approach to call handling whilst radically improving the quality of service in order to meet customer needs. Veritel XQ has been designed to be both user friendly and modular, with the specific goal of improving the performance of call handling personnel. Thanks to a comprehensive template library and intuitive interface, Veritel XQ brings an innovative plug-and-play approach to quality monitoring, according to Activa.

The system allows managers and supervisors to listen to call handlers – giving better opportunities for feedback and training.

Veritel XQ comprises two main modules: Veritel XQ Evaluate is the core of the system that manages performance via a set of professional quality productivity forms and reports as standard, allowing the first time user the ability to automate the performance management process. The second element is Veritel XQ Discover. This module allows greater functionality to report and analyse trends within their operations.