Audience
Teams, businesses and contact centers in need of a tool to monitor, record and evaluate all employee-customer interactions
About OmniPCX RECORD Suite
For contact centers and enterprises in industries that require legal and regulatory compliance, it's critical to record your transactions and interactions in order to demonstrate transparency. Alcatel-Lucent OmniPCX RECORD Suite is a web-based tool that does all that and more, enabling you to record, monitor and evaluate employee-customer interactions. This is particularly important in financial services, utilities, healthcare, education, hospitality and public safety organizations. By integrating call recording and monitoring directly into your existing telephony infrastructure, the OmniPCX RECORD Suite provides a scalable, modular and affordable toolset. In addition, supervisors can review recorded calls with agents and use the integrated quality monitor module to assess agent performance. Record voice and online interactions between your employees and customers. Improve the quality of future customer interactions by identifying coaching opportunities.
Alvaria Quality
Impact customer satisfaction, improve agent effectiveness and comply with legal requirements and security concerns with an effective way to assess quality of voice and text-based customer interactions. Effective customer engagement requires a strong emphasis on call center agent quality control. By integrating quality monitoring with recording and survey capabilities, you can identify the most appropriate interactions, evaluate agent performance and capture real-time customer feedback to provide insight on both business issues and contact quality. Easily record, playback, stop, start and pause both two-sided voice and desktop interactions. Recording gives insights into the complete customer experience and helps improve agent quality and performance. Robust evaluation tools give insights into the complete customer experience and help improve agent quality and performance. Voice and screen sessions can be recorded using Alvaria Recording and then evaluated.
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TelStrat Record
To optimize your contact center and workforce, you need insight into every agent interaction with customers. Equip yourself with the tools to ensure high-quality customer interactions and optimal agent performance.
Record the audio of a call randomly, at scheduled points in time, or on demand – and from the start no matter when recording begins. Empower your supervisors to monitor live calls and listen to end-to-end call recordings when a caller is transferred. Resolve disputes quickly, support legal defense, and monitor agents with rock-solid call recordings. Drill through millions of call results by any metric. Quickly search with one-click filtering. Easily combine groups of fields for complex searches. Analyze any interaction by simply playing a multimedia clip on the desktop. Share the voice-plus-screen .WMV file on a network or via email. Get a clear view into how agents interact with customers and more easily and effectively optimize your workforce.
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CallCabinet
CallCabinet is a proven, cloud-native compliance call recording solution for the world’s most heavily regulated industries. An award-winning SaaS solution, CallCabinet records every audio, video and screen interaction – simplifying compliance, quality assurance and business intelligence for any enterprise.
Gain compliance peace of mind with complete compliance call recording, automated quality assurance and unlimited voice analytics.
As the pioneers of true cloud technology, CallCabinet specializes in protecting enterprises with regulatory compliance recording for the world’s most tightly regulated industries.
With a fast deployment and painless migration of legacy data, CallCabinet strategically brings voice data insights into your BI platform to mitigate business risks.
Ensure the core compliance that global enterprise demands.
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VoIP Recording software
Our Voice-Over IP Recording platform allows your business to take advantage of quality and compliance recording in one intuitive interface. Our unique VoIP Recording software can capture interactions from virtually any telephony device or phone system. The product supports and enhances 99% of the telephone systems on the market today. ABT's easy-to-install solution can be deployed without any proprietary hardware investment. It delivers additional benefits and the optimum performance to your organization. Our Call Center Quality applications provide your contact center supervisors the ability to perform fully-integrated audits on agents. Agents are audited and scored based on criteria that are specifically defined by your business. This results in improved customer satisfaction and agent morale. Applied Business Technologies Call Center Quality Software can be integrated with our Speech Analytics platform for a very robust solution.
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Integrations
Company Information
Alcatel-Lucent
Founded: 2014
France
www.al-enterprise.com/en/products/applications/omnipcx-record-suite
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Product Details
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