Voice and Screen Recording

Voice and Screen Recording - Request a DemoDiscover the many benefits of voice and screen recording.

CallCopy's voice and screen recording combines full-motion video with synchronized audio recordings to create a complete view of your customer interactions.

You can then leverage this insight to improve the overall level of service you provide to customers. Our flexible voice and screen recording platform allows you to record when you need it, and is easily archived or exported.

Utilize our powerful voice and screen recording to:

  • Identify, understand and correct workflow issues.
  • Gain additional insight into agent/customer interactions.
  • Ensure agents are focused on their job.

Use Voice and Screen Recording to Identify Workflow Issues

Use voice and screen recording 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 voice and screen recordings 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 more satisfied customers.

Voice and Screen Recording Product Features:

  • Full motion, captured at variable bitrate.
  • Video can be exported in exported .mpeg or .avi format.
  • Supports multiple monitors and records email and chat windows.
  • 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.
  • 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.

Email and Chat Recording

CallCopy’s voice and screen recording module can also 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.