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Products
Multimedia recording and scoring
Interaction Recorder®
No contact management solution is complete if it can’t record interactions -- for legal issues, for quality monitoring, for performance improvement.
Record calls as well as e-mails, faxes and Web chats can be invaluable in conveying how—or how not—to interact with
your customers. Equally critical is the need to archive recordings and specific interactions in a database, with the ability to locate them quickly, play them back, score them, and send them to the people they impact.
Pre-integrated to the Customer Interaction Center, Interaction Recorder provides complete quality assessment control in one environment for recording and archiving phone calls as well as e-mails, faxes and Web chats. More than just recording, however, Interaction Recorder’s innovative scoring features simplify quality assessment processes, while out-of-the-box reports facilitate measuring team and individual scoring results, and intuitive categorization and retrieval features ease recording file management.
In short, Interaction Recorder helps improve customer service standards, optimize performance, ensure governance compliance, validate sales orders and resolve discrepancies — upgrading virtually every aspect of the interaction process between your business and
your customers.
Seamless Add-on Application
No bolt-on hardware required. Interaction Recorder integrates directly with the single-server
Customer Interaction Center® (CIC)and Vonexus Enterprise Interaction Center™ (EIC) solutions to give each product a complete facility for managing and playing stored recording files.
Contact us to learn more about the cost savings of contact center solutions.
Unmatched Recording Archival, Storage and Retrieval
Also unlike the expensive, less functional PBX and legacy telecom recording systems
it replaces, Interaction Recorder raises recording management to a truly intelligent
level with:
- The performance to record all interactions, or only those used for agent quality monitoring/performance improvement. Also manage e-mails, Web chats and faxes as recordings in addition to phone calls.
- Powerful recording categorization and archiving for virtually any number of recording files.
- Comprehensive supervisor tools to select which interactions to record, and to quickly and accurately browse, search, access and view recorded interactions.
- Complete agent scoring using questionnaire template builder tools and a scoring interface to view and grade interactions in one process.
- Automatic call recording compression that reduces 8K of storage per second for an audio recording to as little as 1K per second.
- A non-blocking architecture for full access without tying up ports to record calls; also record every licensed Interaction Recorder station simultaneously, and prevent call-recording requests from being blocked by a lack of available recording ports.
Why Interaction Recorder?
Multimedia contact centers handling large volumes of calls, e-mails, faxes and Web chats immediately recognize Recorder’s quality monitoring capabilities to improve agent performance and customer
service. No matter your recording needs, Interaction Recorder:
- Reduces costs over more expensive dedicated recording systems with a pre-integrated, non-blocking multimedia recording management solution.
- Increases organizational performance using performance enhancing interaction recording management features such as agent scoring and reporting.
- Improves customer satisfaction by using structured recording processes that focus on consistent agent quality monitoring across all interaction types.
Contact us to learn more about the cost savings of contact center solutions.
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