Interaction Recorder

All-In-One Multichannel and Screen Recording, Playback, & Archiving

Customer interactions are recorded for a variety of reasons, including confirming regulations are met, monitoring the performance of employees, capturing non-voice contact channels, and tracking customer satisfaction. Reasons for recording can change at any time, making it important to use a flexible recording system.

Capture Customer Interactions Across All Channels Seamlessly

Interaction Recorder, an integral component of CIC, has direct access to all customer communication channels. All interactions are captured from voice, chat, text, email, and social media and accessed through a dingle interface. This eliminates the need to search or consolidate recordings from multiple systems.

Fast to Deploy, Simple to Maintain

Interaction Recorder is an add-on application for CIC, therefore there is no need to integrate CTI or other external data feeds, all that is required is a license. CIC’s single administration interface allows you to easily configure and maintain Interaction Recorder settings. File management and archiving can also be streamlined using intuitive categorization and rules-based recording policies. There is no need for the duplicate administrative tasks often associated with stand-alone recording systems.

Benefits of Interaction Recorder

Identify and resolve employee and business performance issues.
Get a full view of the customer experience across all contact channels, including what happens in the IVR.
Proactively intervene using live monitoring to address customer issues while they are still connected and before they escalate.
Find and replay interactions using any associated metadata, including speech analytics and customer feedback information.
Control exactly when and what to record, as well as how long to keep recordings with flexible rules-based policies.
Keep customer information and recordings safe and secure with encryption and access controls.
Eliminate duplicate administration issues and extra maintenance efforts associated with stand-alone recording systems

Proactive Intervention

Even experienced employees sometimes need assistance when helping a customer. A successful interaction with a customer is sometimes dependent on what happens next. Interaction Recorder allows supervisors and authorized personnel to observe interactions as they happen in real time, so they can proactively intervene if necessary.

Being able to take action while the interaction is still happening can often alleviate customer frustration and address issues before they escalate.

Best Practices Use of Recordings

Dispute Resolution – Record interactions to help resolve customer disputes
and provide evidence in regulatory compliance or human resource situations to protect against potential fines and legal costs.

New Employee Training – Supplement on-site and remote training programs with easily distributed interaction recordings. This is a great way to provide new employees insights on the “right” and “wrong” ways to handle interactions.

Employee Improvement Training – Use interaction recordings to emphasize best practices for even the most experienced users.

Process Improvement – Determine where processes may need to be updated or revised to work better for both employees and customers. Recordings also provide benchmarks for improving user skill sets and applying them to various interaction types.