Digital Voice Recording

Key Features

• Transaction recording - Records both the agent and customer voice conversations to a .Wav or .Vox digital format.
• Automated or manual - Digital voice recordings can be initiated by agents or started /stopped automatically so that the recording always starts and ends at specific points in the interaction.
• Archived records - information can be archived for permanent data storage or analyzed by quality assurance personnel.
• Recording Manager - allows supervisors to locate recordings for review by multiple criteria including agent name, date, time, phone number.

Benefits
Benefits the customer by:

• Creating a more positive customer experience
• Fostering knowledgeable, service oriented customer agents
• Producing a more favorable image for your company

Benefits the call center by:

• Reducing costs by creating a more efficient, profitable operation
• Identifying service issues
• Sharing information across the enterprise
• Evaluating and optimizing personnal, operations and technology performance

Business-driven transaction recording: Driven by legal or client obligations, many organizations are required to record transactions. Such organizations include: Telesales, Debt collection, Finance and banking. The Opencomm solution is perfectly suited for this objective. It is used daily by hundreds of call centers for recording transactions and archiving these transactions to hard disk, CD or other media for legal record keeping or to use with clients.

Quality assurance recording - Recording transactions with your customers and clients provides valuable information and insights into your sales and services operations including:

• Agent training issues
• Business trends and service issues
• Performance evaluation
• Script evaluation
• Sales and marketing information and trends