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Call Center Recording Software

Real-time call monitoring

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BEINCONTACT’S CALL RECORDING SOFTWARE FOR BUSINESS

BeInContact is a complete Call Recording Software that allows a supervisor, agent, or team leader to retrieve every type of interaction between customer and operator, making it analyzable in one platform.

Thanks to a web portal and search filters, records are remotely watched and listened to, easily downloaded, shared, and exported/archived on external databases. In addition, fully integrated call monitoring, with real-time signals alerting agents, ensures the highest quality and performance levels in your service delivery, while data monitoring and acquisition for quality check through live sentiment analysis has never been easier.

All of this applies not only to inbound and outbound voice calls, but also to email, chat, SMS, and digital channels.

BENEFITS OF CALL RECORDING SOLUTIONS

Our cloud Recording Software for call center offers a range of benefits: first, it allows you to keep recorded files online for a previously defined amount of time and downloading or sharing before overwriting is always a possibility. Secondly, APIs can also automatically send

audio/video records to third-party systems, so that archiving activity follows through without breaking regulations, enabling agents to identify recurring patterns and adapt their approach to better serve customers, ultimately enhancing business operations.

Call Center Recording systems provide the registration of the following calls:

For a specific agent;

To a specific campaign or service;

Including IVR segments and queue waiting times.

It is also possible to record a predetermined percentage for each service, saving storage space and review time, or customizing them for different agents/teams/services allowing requests to be correctly sorted and thus having more efficient internal management.

Furthermore, the system can automatically schedule and move data via night SFTP. The system provides storing on your servers or online on our Amazon AWS Cloud Service, in Frankfurt.

HIGH QUALITY RECORDING FOR CONTACT CENTERS

BeInContact supports agent/caller audio recording and can be configured for all the calls recorded in a campaign or a particular agent. Thanks to third-party integrations of Analysis Sentiment, you can save metadata series for archive and service analysis. Build your strategies and optimize service delivery methodologies.

Our contact center recording software, integrated with sentiment analysis, allows you to forward contact requests to more capable operators, counting on a rich database from which you can draw information for timely analysis of your staff.