Call Recording
& High Quality

Monitor your calls in real time

MONITOR YOUR CALLS IN REAL TIME

Thanks to call recording software for call center of BeInContact you could benefit of a recording system able to record not only inbound or outbound voice calls, but also Email, Chat, SMS and digital channels, to allow to a supervisor, agent and team leader to retrieve every type of discussion of the customer and operator.

The record can be listened to or viewed also from remote positions through a web portal with different research filters, with the possibility of downloading, sharing and export/storage in external databases.

The calls  monitoring integrated completely and the alert signal, guaranteed the highest level of quality and precision in the service delivery. The real-time sentiment analysis engine allows you to continue monitoring for the acquisition of data in real-time and analysis of service quality.

ALL THE BENEFITS OF THE RECORDING

With call center recording solutions of BeInContact, keep online the omni channel recording files for the desired duration, with the possibility of download or sharing before the overwriting. The API can send the files of recording audio/video from a third system, helping in the historicization of the same in accordance with current regulations.

The system provides the following registration options:

  • Recording of all calls for a specific agent
  • Record all calls for a specific campaign or service
  • Record all calls, including IVR segments and queue waiting times
  • Registration of a predetermined percentage for each service
  • Voicemail capabilities, also customized for agent, team and service

All the recordings can be also, in an automatic, schedule and moved via night SFTP on your servers or online kept, following the sicure standard for legal purposes, on our Amazon AWS Cloud Services in Frankfurt.

PROVIDES SERVICES IN HIGH QUALITY

BeInContact supports the conversations audio recording agent/caller and can be configured for all the calls recorded in a campaign or of a particular agent. Thanks to integrations to third systems of Analysis Sentiment, we are able to save a metadata series for historicization and service analysis, to allow you to build your strategies and optimize service delivery methodologies.. Thanks to call center call monitoring of BeInContact  unit to sentiment’s analysis, you are able to forward the contact request to the operators more capable, being able to count on a rich database from which you can draw information for the timely analysis of your staff.

Features

Daily recordings in real time
Inbound / Outbound call recordings
Omni channel recordings and screen recorders
Recording Detailed reports enriched with metadata
Call center real time monitoring and call logging
Collaboration tools with omnichannel recording
Sentiment analysis
Quality scoring
Recording formats .mp3 or .wav

Request a quote!

Are you having difficulty balancing costs and improving the customer experience in your Contact Center? Find out how our solutions can help you and choose the one that best suits your company. Send us a message, we will contact you to find the day and time that best suits your availability.




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