Simple Elegance

Call recording used to be simple. It was about recording calls and archiving calls to lookup an incident. If you were really advanced, you could even score the calls. My how times do change!

The Challenge

Today’s centers are being asked to interact with customers at unprecedented service levels and via more media than ever imagined, including:

  • Phone Calls
  • Carrier Pigeon
  • Fax
  • Chat
  • Email
  • Telegram
  • SMS/Text
  • Social Media (Tweets, Posts, etc.)

The objective of all the media is to give the organization a competitive advantage in the marketplace. However, if it is not managed well the increased complexity of managing performance, efficiency, and routing, not to mention the validation of information for the protection of company’s assets, will virtually eliminate all the profit.

Consider short-term and long-term operational objectives.

Contact center recording is a multifaceted tool whose data is tapped by a growing range of complementary and sophisticated applications, including performance management, quality assurance (QA) systems, and speech analytics, with linkages to back end systems for eLearning, Customer Relationship Management (CRM), and Work-Force Management (WFM). The capabilities just keep on coming.

VITEC Call Recording Offerings

Our contact center recording solutions are tailored to our clients’ needs based on a cornucopia of capabilities (try saying that three times fast!) and, just for the record, we’ll help you make sense of it all – here’s a preview:

Functionality

  • Total/Continuous Multimedia Recording of calls, email, chat, fax, SMS/Text)
  • API’s for import and export of additional META Data
  • Non-Proprietary Open Architecture
  • Selective on Demand Recording
  • LAN/WAN based Client/Server Technology
  • Supports Oracle, SQL or any ODBC Compliant Database
  • Supports Rules Based Recording and Auditing
  • Cost Effective, Easy to Install and Maintain

Contact Center Recording Benefits

  • Increased customer satisfaction and retention
  • Identify training needs (agent strengths and weaknesses)
  • Automate the monitoring and evaluation process (Ask us about Speech Analytics)
  • Identify agent strengths and weaknesses before they become a problem
  • Generate objective and concise reports on demand or as scheduled
  • Increase agent morale and reduce staff turnover

Contact us today to learn more about our contact center recording options.