Silverpoint Office Park, Bryanston

Interaction recording Interaction recorder Continuously improve the performance and quality of employees

Deliver on business objectives

To improve customer experience, compliance and employee performance, interaction recording is essential for every modern customer service organisation. Through Interaction Recorder, customer service operations can record interactions easily and cost-effectively, enabling you to identify training needs and continuously improve quality and employee performance.

Increase first contact resolution and ensure compliance

Connecting customers with well-trained and knowledgeable contact center agents who can answer questions effectively or resolve a problem on the spot increases first contact resolution and delivers a better customer experience. Analyse recorded interactions to identify and remedy potential root causes for missed first contact resolution.

Ensuring regulatory compliance begins by recording all interactions and every part of the conversation, even if it is a multi-site conversation. When resolving a customer complaint or dispute, you need to find the relevant recorded interaction quickly. Interaction Recorder ensures you record 100% of interactions and quickly retrieve them when necessary.

Extend the value of your recorded customer interactions

Many organisations use recordings for more than compliance and quality monitoring to add value to the investment. When used with the real-time speech analytics capabilities, alerts are sent about potentially problematic interactions, allowing supervisors to intervene, as needed, to create positive outcomes.

Supplement new employee training programs with real interactions – a great way to let new employees experience the right and wrong way to handle interactions. Recordings help determine where process improvements are needed to enhance the customer experience.

Get the most out of workforce engagement management

Interaction Recorder is aimed at enhancing performance to achieve operational goals. Interaction Recorder provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, along with strategic planning, customer feedback and real-time speech analytics.

5 Improved customer experience
5 Record the end-to-end customer experience to identify training opportunities
5 Evaluate audio and screen recordings to identify contact center agent or process delays
5 Reduce time to resolve customer disputes
5 Reduced administration costs
5 Streamline administration using one solution for interaction routing and recording
5 Reduced deployment costs
5 Native solution uses existing Genesys platform infrastructure
5 Reduced penalties and fines
5 Record 100% of customer-agent conversations to meet compliance and regulatory requirements
5 Single desktop interface
5 Archive recordings
5 Export recordings
5 PCI-DSS compliance
5 Real-time monitoring
5 Search and retrieve
5 Multisite recording
5 Rules-based policy recording
5 Screen recording
5 Omnichannel recording
5 Encryption (256-bit AES)

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