AOL|7 Online Services is an interactive media business that operates the AOL Internet online service and manages the AAPT smartInternet service in Australia. AOL|7 also operates a range of Web properties, including www.aol.com.au, and Seven Network program sites.

Customers may contact AOL|7 via phone, email or Web chat for technical assistance, sales and account inquiries. The contact center handles approximately 100,000 phone calls, 2,000 emails and 8,000 Web chat interactions every month. To monitor the consistency and quality of agent interactions more effectively, as well as standardize evaluation procedures across the contact center, AOL|7 decided to implement an automated quality monitoring solution. The company wanted a cost-effective product that would integrate easily with its existing systems, avoiding the need for further development.

• Increased quality scores by 50 percent in four months
• Helped lower average handle time by 20 percent
• Increased supervisor productivity by 50 percent