Hubicus is the European leader in quality management solutions, specifically focusing on customer experience quality monitoring.
Once integrated with Ringover, Hubicus Quality Monitoring (QM) helps you process all your call interactions and evaluate, manage, and enhance your customer service quality.
Integrating Ringover with Hubicus QM offers the following benefits:
- Ringover calls available as interactions in Hubicus
- Get call information and audio recording
- Filter Ringover call interactions based on date, duration, tags, ID, markers, type (IVR or phone)
- Run evaluations across your call interactions
Now, let's proceed with the tool integration 📳
Prerequisites:
- You must have a Ringover Business or Advanced account to benefit from this integration 💳
- The integration must be performed by an admin account in Ringover 👨💼
- The admin must have made sure that call recording is enabled for his users
Step 1: Generate an API key for Hubicus
As a Ringover Admin:
- Go to your Ringover Dashboard> Developer> API
- Click on "Generate an API key" and fill in the fields
- Enable all rights for the API key
Step 2: Contact Hubicus HQM
Please contact your dedicated account manager at Hubicus HQM to request an activation with Ringover.
This person may require to communicate the following information with him:
- Ringover admin email
- API key that you have generated from Ringover.
Hubicus commits to getting back to you within the next 24 hours after requesting the integration.
Wait 24 hours for the synchronization... That's it, the integration is complete! 🎉
After this delay, the integration will be ready to use! Your Ringover calls will be logged automatically as interactions.
How to select and evaluate Ringover calls in Hubicus
- From the left-hand menu, click on Quality Monitoring > New Evaluation
- Click on the "Link Interaction" button
- Filter your Ringover calls using the following options:
-
- Team, user who is evaluated
- Date
- Call duration
- Ringover tags
- Call ID
- Ringover markers
- Note
- Call type (IVR or phone)
Examples of applications in Hubicus
- Directly comment on recordings to help advisors identify improvement areas, allowing your team to focus on key call moments:
- Create custom reports based on Ringover tags, to analyze your quality scores with granularity
- Create automations in Hubicus whenever a specific Ringover marker is used, to improve responsiveness. For example, set a task to call back your clients whenever a warning marker is applied in Ringover