Recording and Quality Monitoring
BeCloud Contact Center (BeinContact) provides multimedia recording, including screen recording enabling users to store and access all caller/agent interactions from all channels and all media. For quality monitoring, calls can be recorded selectively based on a variety of factors such as agent, agent group, skill, and so forth. In addition, all calls can be recorded to meet legal compliance. The agent can also start and stop recording as an optional capability. All recorded customer contacts are stored in a database with web access for authorised reviewers.
The efficient and effective management of your contact center operations relies on access to real-time streaming data. Design your strategies to enable your agents to respond instantly to client demands with informative and intuitive real-time statistics.
Fully-integrated remote call monitoring and visual alerting ensures you achieve the highest possible level of contact center quality assurance and customer service. The cloud real-time analytics engine enables unsurpassed remote monitoring for real-time data capture.
BeinContact supports audio recording of agent/ caller conversations as standard. It can be configured to record all calls in a campaign, all calls by a particular agent, or pass control to the agent to record particular calls, or portions of a call. The recording format can be either uncompressed (.wav) or compressed (.mp3).
Shows only recordings made today.
Shows the last recordings processed by Record Monitor.
Shows only recordings made yesterday.
Call Detail Record tools provides all standard contact center reports although customized reports can be added by our engineers and placed within your available tools. These detailed reports capture all call records and break this data down into various modules of the cloud platform, including Inbound Calls, Outbound Calls, Tracking, Agent, and Administration. Each module offers a rich suite of sub-reports, allowing you to view your call detail records and other data in formats that are logical, intuitive, and usable.