Contact Center Call and Screen Recording

Your contact center is abundant with data. It comes from many sources—your employees, your customers, and your voice and data networks. By combining call recording technology with quality management tools, speech analytics, surveys, and other useful applications, Syntellect Call Recorder helps you determine the issues that drive customers to contact you, and enables you to learn from those contacts.

Scalable to meet the need of the enterprise and the SMB, Call Recorder can record calls on a number of different telephone systems, including all those supported by Syntellect CIM.

Call Recorder is capable of blending different methods of call recording in a single-server. The result is a scalable solution that can grow and evolve with your business. Syntellect Call Recorder can be configured to record what you need, when you need it—
including blended VoIP and TDM recording.

Customized Recording
Call Recorder is a reliable tool for call logging and compliance recording (100% recording), quality monitoring, sales verifications, dispute resolution, and as a coaching and training aid. Beyond that, contact center managers can select what to record and
what not to record, based on flexible rule creation. For example, managers can block recording of calls made to states with 2-party recording laws, or restrict playback on portions of recordings that contain sensitive credit card information to comply with PCI
standards.

Call Recorder allows the archival period of calls to be defined. Based on your business needs, various subscriptions can be created that define retention periods.

Screen Recording
While you are able to use Call Recorder’s screen recording feature to ensure your agents are focused on their job, there are many other benefits desktop screen capture can bring to your business.

Identify workflow issues
Find the people who are most efficient at using your CRM and other desktop applications. Identify your top performers, and 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 will be able to improve your call handling times, increase First Call Resolution (FCR), and satisfy more customers.

Email and Chat Recording
Call Recorder’s screen recording feature can help you monitor and manage email and chat. You can set screen recording based on blocks of time, or you can 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.

Augment your Training Curriculum
With Call Recorder’s screen recording feature you can provide greater consistency in your training without investing in a complete online university. Replace the on-the-job training and live monitoring sessions you use in training with recorded calls, pre-screened for content and quality. You will ensure your trainees all learn the same thing, the same way. Your net is higher levels of quality delivered on a more consistent basis.

Quality Monitoring
The case for quality was proven long ago: quality drives customer satisfaction, and customer satisfaction drives repeat sales. With the Quality Monitor feature of Syntellect Call Recorder managers can be assured that they are taking a critical step to maintain the highest levels of quality.

Every contact center is unique. It takes a thorough understanding of your business drivers to deliver a monitoring program that is appropriate for your company. Syntellect is staffed by industry veterans who will work with you to design the right solution. We take several factors into consideration when we work with you: your existing technology, your performance measurements, your future goals—and, of course, your budget. The result is an effective way to monitor your quality and calibrate to your standards.

Custom Evaluation Forms
Slice and dice your data. With the Composer feature of Call Recorder’s Quality Management module you can build multiple evaluation forms. Get started right away building web-based evaluation forms, tests, or quizzes in a matter of minutes. No need to bother your IT staff; you can add questions, sections, or responses to your forms with a click of your mouse.

Build as many custom forms as you need. Each form can have an unlimited number of sections, each section can have an unlimited number of questions, and each question can have an unlimited number of responses.

Choose the weighting for each section, question, and response for dynamic scoring. Use our reporting engine to dive deep into your data, spotting trends at each level of your organization.

Integration with Syntellect CIM
Call Recorder is deeply integrated with Syntellect Customer Interaction Management (CIM). Voice and screen recordings are linked to their respective CIM interaction IDs. In addition various interaction properties can be associated with a call for flexible search options. Within Interaction Vault are embedded links to the recording for each interaction. Invoking the link launches the recording for playback. Agents and workgroups are also synchronized between applications: Agent assignments and workgroup configurations made in the main CIM application are automatically reflected within Call Recorder.

Visit the Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

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