RECORD KEEPING IN A CALL CENTRE
Thanks to Call Center Recorder of BeInContact you could benefit from a recording system able to record not only inbound or outbound voice calls, but also Email, Chat, SMS, and digital channels, to allow 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 exporting/storage in external databases.
The calls monitoring is 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 recorder solutions of BeInContact, keep online the omnichannel recording files for the desired duration, with the possibility of downloading 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 by 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 security 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 can save a metadata series for historicization and service analysis, to allow you to build your strategies and optimize service delivery methodologies.
Thanks to Contact Center Recording of the BeInContact unit to sentiment analysis, you can 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
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.
4 Brackley Close, Bournemouth International Airport, Christchurch, Dorset BH23 6SE
marketing@becloudsolutions.com
+44 2045710701
P.Iva GB205768206
