For companies already utilising an Avaya IP Office infrastructure and needing to record 30 simultaneous calls or less, we recommend the Avaya integrated ContactStore developed by Verint.
For more sophisticated and scaleable call recording, including the capture of data activity, we work with solutions from a number of vendors including: Nice. Witness, Verint and Higher Ground.
Benefits of Call Recording Soltions:
- Reduce operational coast
- Increase revenue
- Improve customer service and satisfaction
- Reduce risk
- Make more informed decisions
- Better understand customers and employees
- Improve employee training and coaching
Call Recording Solutions - Interaction Recorder:
The Interaction Recorder software provides an easy and cost-effective way to record, store, and manage interactions, and further allows for screen recording to enhance agent training and supervisor effectiveness.
For agent training, Interaction Recorder’s powerful recording and scoring features allow contact centres to train agents more comprehensively to become more effective more rapidly.
The complete integration and testing assurance of Interaction Recorder within CIC also ensures recording success and eliminates integration issues that exist when using third-party recording products.
Moreover with the launch of Interaction Recorder version 2.4, the Interaction Recorder application offers an innovative and useful Interaction Screen Recorder option to track an agent’s screens for enhanced training and scoring as well as transaction verifications and compliance.
Interaction Recorder additionally offers a recording verification algorithm to ensure that the recordings provided are, in fact, the actual pure recording — giving management teams the raw history for the most effective decision-making possible.
Finally, Interaction Recorder provides the multimedia recording capability few other recording solutions offer, allowing organizations to “record” and archive e-mail, fax and Web chat contents as well as telephone calls.
With seven years of development and customer deployments, and with more than 33% of 100,000 contact centre seats using the Interaction Recorder solution, Interaction Recorder is a proven recording solution for any customer contact environment.