Call recording software is an advanced solution designed to record calls in call centers. Going beyond simply capturing voice interactions, this software often integrates features like automatic call recording, call transcription, and a user-friendly interface, making it an indispensable tool for compliance and quality assurance.
Primarily, call recording software functions as a conversation intelligence platform, offering insights into customer interactions. By recording sales calls and other customer interactions, it provides a wealth of data that can be analyzed for improved customer service, training, and operational efficiency.
A sophisticated user interface allows for easy access and management of call recordings, simplifying the task of monitoring and reviewing calls.
With the ability to record and transcribe calls, call recording software serves as a vital tool for maintaining detailed records and conducting thorough data analysis.
We provides contact center decision-makers with control over their compliance regime and with the oversight capabilities necessary to manage the quality of agent/customer interactions. Key features for our call and screen recording solutions include:
Record your interactions across all channels, including voice, chat, text, email, radio, video, and screens. Our software consolidates and stores recordings in a single database for convenient access. Review and play back calls at any time, so you don’t miss out on vital information.
Configure recording rules based on your needs to archive and categorize large volumes of call data by type, source, and customer. With properly organized datasets, your teams have immediate access to call logs to support their needs.
Protect other party’s sensitive information and personal financial information. An auto-pause feature automatically pauses phone call and screen recordings when sensitive/protected information is being communicated.
Listen to customer interactions and evaluate agent performance in real-time.
We provide detailed audits for every system activity, such as log-ins, log-outs, executed searches, monitored calls, and shared documents. With this automated tracking mechanism, monitoring activity and conducting proper compliance reviews within your contact center will be easier.
Whether your goal is efficiency, compliance, or analytics we deliver out-of-the-box call recording capabilities that deliver benefits for your business, including:
Analyze interactions and identify trends and patterns to understand how your agents are performing and what your customers think and how they feel. Access to these insights ultimately fuels intelligent business decisions and customer loyalty.
Our features meet international data regulations. These include the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and Payment Card Industry Data Security Standard (PCI DSS).
Strengthen your QA efforts by monitoring every interaction to identify gaps and problems in your operations. Drive intelligent and data-driven decisions to ensure you provide high-quality interactions to customers at all times.
Review calls to identify customer pain points, detect inefficiencies, and determine improvement points in your contact center processes. Bring out the best in every agent by providing quality training to maximize their performance and deliver an exceptional experience.
Our software gives you access to essential call center metrics like your net promoter score (NPS), customer satisfaction (CSAT), average call wait, repeat calls, and agent adherence to schedule. Monitoring these metrics allows you to get a full-picture view of your contact center and check whether you are on track to hitting your key performance indicators (KPIs).
Our call recording software offers a simplified approach to providing quality customer service and running an efficient contact center. Aside from the high-tech functionalities and wide range of benefits, here are other reasons you should choose our software.
Our call recording software allows you to achieve the best of both worlds—operational excellence and top customer service—at efficient costs. By recording interactions and calls, get a good grasp of consumer sentiment and stay compliant with international regulations. For more information on our software, contact us at +1 (615) 224-3414 or get a demo today.