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Overview
VQ Online software provides multi-channel quality assurance for contact centers, streamlining the entire QA process across calls, email, and chat to maximize actionable coaching insights. Despite users noting some layout issues or a lack of visual appeal, VQ Online’s core strengths, ensure measurable performance improvement.
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Starting Price
Custom
VQ Online Specifications
Live Chat
Omnichannel Support
Analytics and Reporting
Customer Experience Management
What Is VQ Online?
VQ Online is a secure, web-based quality management platform designed for both large, multi-site BPOs and small contact centers transitioning from spreadsheet-based QA. This software centralizes QA results across all channels, allowing management to consolidate reporting regardless of the underlying technology used. Utilizing generative AI for text summarization, VQ Online accelerates the review cycle, providing faster, more targeted coaching. Furthermore, the system includes the customer experience index (CXI), a distinct metric that helps balance internal compliance goals with external customer satisfaction metrics.
VQ Online Pricing
The VQ Online cost is based on three plans:
- Starter: $20/user/month
- Advanced: $15/user/month
- Ultra: $3250/month
Disclaimer: The pricing is subject to change.
VQ Online Integrations
Who Is VQ Online For?
VQ Online is ideal for a range of organizations, including:
- Business process outsourcing (BPO)
- Large contact centers
- Multi-site operations
- High-security environments
Is VQ Online Right For You?
VQ Online is specifically designed for operations seeking financial predictability, offering an Ultra plan with unlimited users and evaluations for a single flat rate. Its standout focus on the customer experience index ensures that quality assurance efforts are directly aligned with achieving best-in-class customer satisfaction. Furthermore, VQ Online operates within a highly secure, independently audited environment that maintains SOC 1, SOC Type II, and PCI compliance. This combination of financial flexibility, security, and proven quality metrics makes the VQ Online platform a compelling choice for growing contact centers.
Still not sure about VQ Online? Contact our support team at (661) 384-7070 for further guidance.
VQ Online Features
VQ Online enables unified quality management across all interaction types, including voice calls, back office tasks, chat sessions, and email communications. This ensures managers can consolidate performance data and reporting seamlessly, regardless of the different technologies used across the contact center.
This unique feature provides a separate, balanced evaluation score focused exclusively on the customer experience achieved during an interaction. By measuring CXI alongside traditional adherence scores, VQ Online prevents agents from sacrificing genuine customer problem resolution for rigid compliance.
The platform allows users to access a variety of real-time reports at different organizational levels to quickly spot performance trends and opportunities. Data can be exported effortlessly or managers can schedule automatic data transmissions directly to their existing data warehouse.
The system allows for the creation of an unlimited number of fully tailored scorecards to suit specific organizational requirements and channels. Customizable dropdowns and flexible scoring models simplify the evaluation process for reviewers, which greatly minimizes administrative overhead and ensures consistency.
For larger operations, the VQ Online features include a powerful quota system that simplifies the complex task of scheduling and assigning evaluation workloads to QA specialists. This tool ensures timely coverage, helps manage analyst efficiency, and contributes to structured workflow organization across multi-site centers.
