Contact Center Recording

Contact_Center

Powerful Recording Solutions for Your Contact Center

The right contact center recording solution should analyze data to help you track successes and failures while also respecting your customers’ time and giving them the best experience when talking with your agents.

It should focus on call center monitoring by allowing experienced supervisors to monitor calls and help less experienced agents. It should also make your workforce more efficient, keeping your agents and supervisors productive while taking care of tasks that can be automated. The right solution should also be customizable to your needs, easy to use, reliable, and secure.

Group 2944

Multi-media Recording

Group 2885

Quality assurance

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Screen Capture

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Rapid Reporting & Analytics

Optimize Operations with Data Capture

Our software allows any organization to record telecommunications and other data, with easy retrieval and storage capabilities.

Quality Assurance

Boost call center scores with our Quality Assurance software. This QA feature makes it easy to score and grade agents, and email results for review.
With QA:

  • Managers can train agents using feedback from the agent’s and peers' interactions. This empowers agents and improves their attitude, awareness, and performance.
  • Agents become more productive with appropriate coaching.
  • Customer satisfaction increases when agents are trained to better understand both the internal and external customer voice, and respond appropriately.

Rapid Reporting & Analytics

Seamlessly generate reports and charts for scheduled and on-demand analytics. You can select desired KPIs and filter by station number or agent, duration of interaction, type of media, number of interactions by agent, grading score, and more.

Screen Capture

This feature records video of the agent’s desktop throughout the interaction, allowing you to monitor the agent’s synced screen activity at any moment. It allows you to review what applications were being used and how, as well as their browsing activities.

Real-Time Monitoring

You can monitor activities and performance in real-time or quickly retrieve interactions for review at a later time. Search with a wide array of parameters and choose to monitor calls, screen capture, email, text, IMs, and more based on agent, caller ID, media type, or other criteria. Create lists of agents to monitor multiple times

Speech Analytics

Speech analytics allows automated filtering of calls based on keywords, phrases, silence, or sentiment. It is a valuable tool that augments agent quality assurance assessment. Speech analytics can determine if agents are communicating appropriately and, with training, it can help improve behavior and tone.

Our solutions can support on premise based and cloud-based implementation