The Power of Versatility in Contact Centres

Versatility: the ultimate descriptor if you’re looking to promote an image of one item having diverse uses. It’s the way that every technology aspires to be described, as it’s often synonymous with terms like “market leader” and “competitive”.

How does interaction recording obtain the “versatile” descriptor? Limitless customisation capabilities is a good start. A feature like that can lead to net-new value in areas like cost and resource saving, intelligence gathering, regulatory compliance and customer service. The kind of versatility borne from customisation pushes boundaries and opens up immeasurable options to improve areas of business. The days of black box proprietary solutions are gone; the age of universally versatile solutions has begun.

Versatility in Data Acquisition

Versatility in terms of the types of data that can be removed and combined centrally can lead to better intelligence gathering ans dramatically enhanced service and sales performance. For example, when a multi-site customer support centre utilises a combination of landlines, VoIP, chat and Skype when communicating customers. If currently installed recording software can only capture one or two of those channels, the company only gets a limited view of customer service performance, workflow optimisation and sales conversion success. Why settle for that when there are solutions with the versatility to capture every kind of communication?

Interoperability

It’s not just about being able to capture all of those communication channels; being able to easily capture, mine and replay interactions is equally important. Central storage means accessibility, so interaction recording solutions should be able to pull the data from all of its different channels and offer a single view for fully comprehensive monitoring and reporting purposes.

RECITE call recording is one of the only available solutions with the versatility to record data from a variety of PBX centres while maintaining that data in one central area.

If you want a fully versatile recording solution – one that is both competitive and market-leading – speak to us on 01962 835053 about RECITE call recording or contact us at enquiries@processflows.co.uk.