Call Recording

At the heart of the RECITE solution is Call Recording

RECITE offers a comprehensive range of integrations with virtually every available PBX and UC platform, along with central storage and retrieval. Its built-in encryption and security components keep recordings secure and tamper-proof.

Recording conversations between employees and customers enables you to better understand your customers’ perceptions of your company and its products and services. This empowers you to fine-tune your agent’s customer service skills to ensure an enhanced customer experience and improved satisfaction. Call Recording also helps ensure regulatory compliance and is a critical tool for transaction verification.

Call Recording Features:

  • Support for VoIP, TDM and Blended Call Recording
  • Seamless integration into third-party applications, such as salesforce.com
  • Full-time recording – Record 100% of targeted interactions
  • Secure encrypted storage with 256 bit AES encryption
  • Real-Time Active Directory monitoring for automatically provisioning and decommission users.
  • Active Directory integration for single point of log-in
  • Secure, centralised Web access, analysis and administration from virtually anywhere
  • Web-based User Interface with easy-to-use controls that provide single screen playback, analysis and quality scorecard access.
  • Multiple advanced search criteria enables users to quickly locate and play back call recordings, including searching previously saved searches
  • Multi-modality playback enables all interactions to be played simultaneously and viewed on a single screen
  • Searchable notes can be inserted into calls during playback for clarity and support live agent notes and unique reference tags can be inserted during a call as alerts
  • Live monitor agent voice calls for immediate insights (included)
  • Export calls for secure sharing by email for download by authorised users. Calls are exported in a .wav format.
  • User Activity log details events by user activity
  • System Audit log provides detailed event change log including previous values

Reasons to record calls:

Compliance

  • Provides compliance with regulations such as PCI, HIPAA, Sarbanes-Oxley, and others
  • Prevents your sensitive data, such as credit card numbers, from falling into the wrong hands
  • Provides protection against legal liability

Verification

  • Provides verification of verbal transactions
  • Helps resolve disputes and miscommunicaiton

Liability

  • Provides proof of verbal communication to help resolve disputes and miscommunication

Analytics

  • Provides actionable data that empowers you to accurately measure each agent’s performance and visually represent these results in custom reports.

More information

For more information you can call us on +44 (0) 1962 835053, or email sales@processflows.co.uk.

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