Audio & Screen Recording
Audio & screen recording can bring many benefits to your business.
Our audio and screen recording module combines full motion video with synchronized audio recordings to create a complete view of customer interactions. You can leverage this insight to improve the overall level of service you provide to customers.
Utilize our powerful audio and screen recording software to:
- Identify and correct workflow issues.
- Gain additional insight into agent/customer interactions.
- Ensure agents are focused on their job.
Identify Workflow Issues & Improve Performance with Audio & Screen Recording
Audio and screen recording allows you to find the people who are most efficient at using your CRM and other desktop applications. Once you've identified these top performers, you can use their recorded interactions to coach and train the rest of your staff to reach optimal performance levels.
As you gain greater desktop efficiency, you'll notice improved call handling times, increased first call resolution (FCR) and greater overall customer satisfaction.
Audio & Screen Recording Product Features:
- Full motion, captured at variable bitrate.
- Supports multiple monitors and records email and chat windows.
- Synchronized audio/video is seamlessly integrated into CallCopy's quality management.
- Record remote offices with distributed screen capture.
- Recording is blackout, to remain in compliance with regulatory requirements.
- Recording can easily be exported and shared, in standard (mpeg or avi) or encrypted format.
- Agents will not notice any performance change when recording is initiated.
Email and Chat Recording
Our audo and screen recording solution can help you monitor and manage email and chat. You can set screen recording based on blocks of time, or send automated recording triggers based on activity in third-party applications. The result is an effective solution for monitoring performance of off-phone agents – both in the contact center and in the back office.
