+ Recording ensures all your calls are recorded, stored and archived by contact, activity and account for easy, search retrieval and analysis.
Ensuring compliance has become a high profile and increasingly important consideration in the delivery of an outstanding customer experience. The continuing challenge of gaining customer loyalty necessitates an agile customer centric contact strategy. Responding to changing customer needs with enhanced offers, propositions and targeted outbound calling is essential to stay ahead of the game. As a result organisations are more vulnerable to falling foul of legislation. The ability to accurately store and retrieve voice recording is a key consideration when making compliance more achievable.
+ Recording provides the necessary on-line storage and software to record all calls for a specific agent, queue, group or virtual call centre. On demand call recording can also be triggered by an agent if required in special circumstances. These recorded calls are stored within the Contact Central database for simple search and retrieval. Tools to backup and restore groups of calls based on pre-defined criteria are also provide as part of the standard offering.
Key Benefits
- Traceability of all calls
- Know your customers
- Improve customer service
Key Features
- Granular Configuration Options for global and agent selective call recording
- Backup Service Manager
- Restore Service Manager
- Support for Dedicated and Multi Tenant environments
Licence
+ Recording works with Contact Central Origin base product and will compliment any of the other Contact Central + On Packs.
Note:
+ Recording does not include the provision of any additional server hardware, ip ports, agent licences or user workstations. Disk Sizing will need to be performed as part of this + On Pack to evaluate recording, storage and archiving requirements.
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