SOURCE: KnoahSoft

September 26, 2013 08:00 ET

KnoahSoft Announces General Availability of Harmony™ v4.0

Harmony Users to Now Enjoy Mobile Access, Richer Real-Time Speech Analytics and Enhanced Desktop Analytics in a Cloud-Ready Platform

HENDERSON, NV--(Marketwired - Sep 26, 2013) -

Who: KnoahSoft, a leading provider of workforce optimization solutions

What: Announces availability of version 4.0 of its Harmony™ workforce optimization (WFO) suite

When: Today, 26 September 2013

Background:

KnoahSoft, a workforce optimization (WFO) solutions provider, announced today that version 4.0 of its comprehensive WFO suite, Harmony, is generally available. Harmony 4.0 is cloud-ready for hosted contact centers and improves productivity and quality through advances in three categories: mobility, real-time speech analytics and desktop analytics. Additionally, 4.0 has a new Harmony Xpress offering that reduces the total cost of ownership for customers with up to 100 seats by delivering a version of Harmony with an embedded SQL database free of charge.

Thanks to a downloadable application available on Android and Apple IOS devices, smartphone users can now enjoy the benefits of Harmony 4.0 via their mobile device. The application offers the ability to participate in live silent monitoring of phone calls and provides access to a real-time dashboard with call and agent related metrics.

Harmony 4.0 also leverages the latest advances in real-time speech analytics to assess in-progress calls and send instantaneous notifications to a designated Harmony workstation, mailbox or mobile phone. This enables call center supervisors to intervene and correct an issue as the interaction is taking place. Enhanced Widgets also benefit both managers and agents by providing live prompts and alerts.

Rounding out the robust Harmony 4.0 feature set is improved desktop analytics, which provides enhanced PCI compliance to automatically mute and mask screen captures focused on confidential information like credit card data. In addition, Harmony 4.0 automatically detects the start and end of chat, email and back office transactions and triggers the appropriate KnoahSoft API for agent desktop screen captures.

Quotes:

"The term 'workforce optimization suite' has existed for fifteen years, but the set of solutions included has required constant revision as customer experience technology has advanced. KnoahSoft's 4.0 release adds the elements increasingly required by today's contact center operations and management executives including mobile clients, real-time speech analytics and PCI compliance."
-- SHEILA MCGEE-SMITH, PRESIDENT & PRINCIPAL ANALYST, MCGEE-SMITH ANALYTICS, LLC

"With new mobile, real-time speech and desktop analytics functionalities, Harmony 4.0 is continuing to change the world of contact center operations for the better. This product is a realization of our commitment to delivering the very best workforce optimization and performance management technologies -- at the very best value -- to meet the needs of both large enterprises and SMB's."
-- RALPH BARLETTA, PRESIDENT AND CO-FOUNDER, KNOAHSOFT

"Harmony 4.0 further solidifies KnoahSoft's market-leading position with regard to best total cost of ownership (TCO) in the workforce optimization space with the inclusion of Harmony Xpress. We can now provide small and mid-sized enterprises with a lower cost option for accessing all of the capabilities and functionality they need to deliver the best customer experience. Then we can seamlessly transition Harmony Xpress users to the full version of our software if and when they require -- making it easy for them to grow with us into the future."
-- SUBHASH KOTHURU, VICE PRESIDENT OF SALES AND MARKETING, KNOAHSOFT

"The workforce optimization market is strong with many factors contributing to it its growth, including: the back-office, analytics, the cloud and mobility. Feature-rich WFO suites provide enterprises with applications that analyze all aspects of the customer journey and are increasingly delivering real-time tools that can alter the outcome of interactions. This IT sector continues to deliver innovative solutions that improve the customer experience and reduce operating costs."
-- DONNA FLUSS, PRESIDENT, DMG CONSULTING LLC

Additional Resources:
http://knoahsoft.com/pdf/KnoahSoft-New_in_Harmony_4.0.pdf

Tags:
Knoahsoft, Knoahsoft Harmony, Harmony workforce optimization, workforce optimization, WFO, WFO suite, speech analytics, mobile call center, mobile contact center, BYOD, bring your own device, contact center solutions, call center solutions, contact center, call center, Cisco integration, Avaya integration, recording integration, call center recording, call recording, contact center recording, cloud contact center, hosted call center, hosted contact center solutions, cloud contact center solutions

About KnoahSoft:
KnoahSoft offers workforce optimization solutions that give contact centers enterprise-level interaction recording; quality, performance and workforce management; and analytics functionality at an affordable price. The Harmony suite is a secure web-based platform that is seamlessly integrated from end to end to give users the ultimate in flexibility, scalability, and ease of use. With the invaluable insight into multi-channel interactions gleaned from Harmony, users can increase productivity, enhance customer satisfaction, improve workflow, and ensure compliance. Learn more at www.knoahsoft.com.

Contact Information

  • Media Inquiries:
    Contact:
    Jennifer Schneider
    KnoahSoft
    Email Contact
    906-458-3626