Recording and Quality Assurance
The Recording and Quality Assurance application provides the functionality to record and play back multimedia contacts. It provides complete quality assessment control in one environment for recording and archiving phone calls as well as e-mails, faxes and web chats. The Quality Assurance process is facilitated with out-of-the-box reports for measuring team and individual results.
Benefits
- Improve the quality of your customer service by evaluating agent performance
- Save customer recordings for compliance reasons
- Report on agent and contact centre quality metrics
- Use recordings to train new contact centre agents
- Voice recording scoring capabilities
Features
- PCI compliant
- Recordings stored in a tamper proof environment and archived offsite
- Audit trail
- Online retrieval
- Easy to use scoring application for call grading
