Call recording and screen recording to improve agent performance
With our contact center call recording solution, record all your inbound and outbound calls, allowing you to measure an agent's performance as well as understand whether customer issues have been resolved.
Monitors all communication channels and consolidates insights into performance.
Deliver Unmatched Customer Experience
Our Voice Recording and Screen Recording solution allows you to easily see gaps in customer service and what customers complain about the most.
Assess and Improve Agent Performance with Call Recordings
Boost your call center performance with automatic call recording across all communication channels.
Document Customer Service Interactions for Challenging Conversations
When the going gets tough, our call recording feature is your resilient assistant. With Call Logs you gain invaluable insight into where things went wrong.
Audio and Video Recordings help you solve immediate problems and prepare for similar incidents in the future.
Take comfort in knowing that these records will always be at your fingertips, providing valuable references for recurring issues without the burden of extra documentation.
Your data is safe with Cloud Call Recording
With Secure and Encrypted Data Storage, we ensure and protect your data in accordance with industry standards.
What exactly is a call center recording?
Call center recording is basically the process used in contact centers and call centers to record and track all inbound and outbound call activity. Recordings can include screen recordings as well as audio content of any call, which provides a better overview of agents' workflows. Tracking metrics is important, but managers should also use call recordings to see what agents are saying and doing on screen to get a more holistic view of performance.
What is Call Center Voice and Screen Recording?
Call recording offers a contact center the capacity to record both phone calls and screen activity. A company often records telephone conversations between its contact agents and its customers in order to improve the quality of service. Contact centers also engage in call center recordings for various other reasons, including the impact of expense reports and - in extreme cases - possible legal issues. However, the main reason mentioned is the recording of calls for quality assurance purposes.
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How Call Center Screen and Voice Recording Works
Call center recording focuses on both inbound and outbound communication between agents and customers. A contact center gets a dedicated platform that allows them to record audio from phone calls. Depending on the function of the contact center, the chosen software can also allow customer service agents to share their screens with the customer. Contact centers invest in call recording software to enable call monitoring and call evaluations. Contact center managers and team leaders can access a database of recorded phone calls and screen recordings with a precise time, date and agent. They can track the audio of different stages of the call and gain valuable insight into changes. This allows managers to track contact center analytics to gauge which areas of the business can be improved.
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