UCN's Echo® solution gathers satisfaction ratings, collects recorded comments, and sends the entire package to both the supervisor and the respective agent in near real-time. Agent behavior can be more effectively changed when it's the customer doing the coaching. Expensive QA teams can now focus on process compliance and driving service recovery. Echo is pre-integrated with the inContact IVR/ACD eliminating significant systems integration work to implement but can also be applied to existing premise based IVR/ACD platforms. Echo enables you and your agents to hear the true voice of the customer and evaluate feedback firsthand, removing manager-agent conflict during evaluations and increasing agent and business unit ownership and drive for improvement. Echo provides a 360-degree view of the customer when combined with ACD features including time on hold and number of times transferred, allowing supervisors to remove calls with excessive hold times or transfers from agent evaluations, resulting in better assessments of agent performance. Real-time delivery of problem calls to service recovery teams enables immediate action and revenue preservation.