Interaction Recorder®
Multi-channel recording and scoring
In any business, and especially in regulated industries such as healthcare and financial services, recording interactions is essential to optimizing agent performance, customer service and regulatory compliance.
Interaction Recorder is an all-software solution that is built into Customer Interaction Center® (CIC) solutions for multimedia recording, quality assessment control, compliance safeguards and archiving management.
For every aspect of recording
Functionality in Interaction Recorder covers every aspect of recording and file management, centralized in one intuitive interface for managers and authorized end-users alike.
- Rules-based recording by entity, workgroup, role, or individual
- Screen recording for synchronized playback of the screen and audio recording
- Multimedia recording for calls, web chats, e-mails and faxes
- Categorization to archive and quickly retrieve recording files in large volumes
- Integrated scoring for quality measurement, script adherence, compliance, verifications and customer satisfaction, by individual agents as well as teams
- Records agents and business users alike
- Security via the encryption of call recording files, audio and information about each call
Single-vendor all-in-one solution
Interaction Recorder is a built-in function of CIC’s core platform technology and requires only simple licensing to enable its full recording capabilities. The single administration interface in CIC makes configuring Interaction Recorder settings and users just as easy, eliminating the dual administration issues of many proprietary recording systems.
More than just recording, Interaction Recorder’s scoring feature simplifies quality assessment processes, while out-of-the-box reports facilitate measuring team and individual scoring results, and intuitive categorization and retrieval features ease recording file management.
Key benefits
In one solution Interaction Recorder upgrades virtually every aspect of the interaction process between your business and its customers.
- Improve customer service practices and workforce performance
- Verify sales orders and resolve disputes with recorded interaction details and reports
- Provide evidence for regulatory compliance to protect against potential fines and legal costs
- Emphasize interaction best practices using call and screen recordings
- Establish benchmarks for improving agent skill sets by interaction type
- Ease integration with other applications via Interaction Recorder’s non-blocking architecture
- Lower your total cost of ownership with a single-vendor all-in-one recording solution
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