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Voice and Screen Recording
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For clients requiring voice and/or screen recording, we partner with VPI. Serving over 1,500 organizations in 50 countries worldwide, VPI is the global leader of interaction recording and workforce optimization solutions, distinguished and awarded for excellence in technical innovation and customer care. VPI solutions are implemented by contact centers of all sizes and industry sectors, branches, trading floors and back offices.
Voice Recording
VPI CAPTURE™ is the most reliable and intelligent yet easy to use interaction recording software available today, offering unified voice and data recording and playback in an ultra-secure environment, with highly customizable centralized Web access, administration and storage. The enterprise-class recording solution cost-effectively scales from four to an unlimited number of recording channels and is ideal for single and multi-site contact centers.
Rapid Search and Retrieval - with powerful filters for instant access to individual recordings and entire customer cases.
Live Monitoring - monitor live calls across multiple locations with real-time streaming Web technology.
Dynamic Reporting - Web portal dashboards and real-time, historical, scheduled and ad-hoc reports enable you to quickly recognize and accurately interpret call volumes, inbound and outbound traffic peaks, call handling times,
workload distribution among front line employees and teams, and much more.
Variable File Retention - Automatically determine which calls to archive and for how long based on any combination of telephony and business attributes.
Advanced Security - Guard against unauthorized access with granular user and data security rules, comprehensive audit trails, and end-to-end and AES 256 encryption with key management. Every call is wartermarked in real time to ensure authenticity.
PCI-DSS and HIPAA Compliant - Restrict access to segments of calls with sensitive information.
Interaction Analytics - Optionally tag valuable desktop application data and events (such as Customer ID, Case ID, Sale/Collections Amount, Disposition Code, etc) to your recorded interactions. This enables automated classification and analysis centered on key business issues, such as first contact resolution, customer churn, and frequency of holds/transfers associated with order cancellations or other events.
Screen Recording
With advanced file and network management, VPI CAPTURE™ Screen Recording is the first solution to make full-time screen recording a reality, without compromising the quality of the video recordings. To minimize the load on your network, true video recordings are
captured in small-sized files and streamed or batch-transferred at scheduled times to the local or remote storage device of your choice.
Stealth Recording Under Any Resolution - Screen recording is undetectable to agents, regardless of the type of workstation, screen resolution, or the number of screens recorded per agent.
Record What You Need - Customized to support your needs and goals, VPI CAPTURE™ Screen Recording can record the full desktop or selected portions of the screen, such as a specific area or application window. Recording triggers may
include the start of a call or an application event, such as the selection of a CRM screen or an email message.
Easily Share and Analyze Screen Video Files - VPI offers a variety of Microsoft-native video Codec options, including MPEG4, enabling video capture in a standard .AVI file format - with or without integrated call audio. Complete recorded multimedia interactions can be easily emailed, embedded in Microsoft-compatible documents, or shared and distributed by other means for playback via standard media players.
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