Complete Interaction Recording: Add Capabilities, Not Complexity.

Overview

The Challenge

Most traditional recording solutions cannot help companies fully realize their objectives for customer satisfaction, quality, contact center performance, and regulatory compliance because they are:

• Inflexible — Costly and difficult to adapt to rapidly changing customer, compliance, and technology needs
• Too basic — Incapable of recording on-screen activities, making it difficult to monitor agent behavior and performance problems
• Cumbersome and complex — Requiring excessive IT, network and storage resources

These solutions are a source of frustration for managers and supervisors because they:

• Lack the capability to systematically extract a specific recording from a massive database
• Do not offer tools to identify agents' problem areas, score and track agent performance, or measure customer satisfaction over time
• Require excessive time and labor to export/send a recording

Rapidly changing business needs and requirements call for a recording and monitoring solution that is comprehensive, efficient and flexible—without the costs and limitations of traditional recording solutions.

Feature–rich interaction recording platform.

Record IQ is a software–based solution that provides a wide range of functions and capabilities such as digital screen capture, specialized recording schedules, performance tracking, complete call logging, and long–term archiving.

With Record IQ, you gain extensive, user-friendly management tools and integration capabilities to record, review, retrieve, and send exactly what you need, when you need it—hassle–free. Its modular, adaptable design fits easily into your existing environment without burdening your resources.

With Record IQ you can:

• Address regulatory and legal requirements
• Improve interaction and data quality
• Verify the accuracy of information, protect against errors and provide dispute resolution
• Improve operational efficiency and correct workflow issues
• Measure and improve customer satisfaction
• Maximize agent performance and minimize non–work–related activity
• Discover best practices and enhance your training curriculum

It accomplishes this and much more within a single system, making it easier to install, maintain, and use than traditional solutions.

Capabilities

Our complete interaction recording capabilities include:

Voice recording

• Blend different methods of call recording through a single server solution—no additional investment, equipment or programming. Record all, randomly, or on–demand—your choice. Record trunk calls and/or intra–office calls.

Full desktop digital screen recording

• Unlike other systems, Record IQ comes standard with Digital Screen Capture to provide a more complete picture of your agents' activities. Record workstation screen movements to identify, track, and correct agent distractions, errors and improper use of tools.
  
  Monitor and manage email and chat usage and performance. You choose how you want to record on-screen activities: all, randomly, or on-demand. Set screen recording based on blocks of time, or send automated recording triggers based on activity in third–party applications. Recording simply runs in background and is invisible to your agents.

Product– or topic–specific recording

• Automatically record calls based on your criteria. For example, you can start a recording by accessing a specified screen in ePowerCenter (or other CRM system) or specified field in your order entry tools and stop it by submitting an order. This takes the work out of the agent's hands, enabling them to maintain a focus on the customer.

Continuous and total recording

• Configure the system to record all calls going into and coming out of your facility (trunk side tap), with the option to record intra–office calls (station side tap).

Agent–initiated or on–demand recording

• When appropriate, you can empower agents to start and stop recordings. On–demand recording is accessible through an icon added to the system tray of each user's PC.

Robust scheduling flexibility and control

• Customize a combination of recording features and schedules to meet your needs—without an additional investment. Users can create and maintain custom schedules on–demand. They no longer have to wait for a server administrator to do it for them.

Random monitoring

• Your managers can randomly sample calls using the silent monitoring features of the ACD/PBX.

Customizable performance tracking tools

• Through a simple Web interface, Record IQ enables you to build customized, high quality monitoring forms for scoring and reporting agent performance. Design options are unlimited. Create as many questions/sections/responses as you want, and choose the weighting for each for dynamic scoring. Use our reporting engine to dive deep into your data, spotting trends at each level of your organization.

Integrated surveys

• Capture the voice of the customer you and mine their messages, automatically. Record IQ offers a telephone–based survey capability that supports multiple custom surveys. You can tie surveys to recordings and to quality reports, or you can use it as a stand–alone application. The Web–based reporting provides results analysis at the survey level, for sections within a survey, and for specific questions.

Advanced recording search and retrieval

• Get the recordings you need with minimal effort. Record IQ's user–friendly interface and search tools enable users to easily manage and search for specific recordings to make better use of the information captured. Your call list is filtered and sorted by numerous variables, including date, call length, DNIS, agent, and queue. Hunt for a single call using multiple criteria such as the date, time, Device ID, queue, group, call direction, and call duration.

Flexible playback

• Users easily play back recordings through their PC speakers or a dialed number. No special equipment required.

Smart trunking

• Fully utilize Record IQ by assigning a function to each voice port with the flexibility to configure and change which ports are dedicated to reporting, playback, and other functions.

Flexible export capabilities

• Quickly and easily export and send highly compressed recordings to anyone who would benefit. Save recordings locally, export via email, or send them to an FTP server. Records can be exported one at a time or in batches; and in a variety of formats such as MP3, VOX and WAV. And with our user–defined settings, you can customize how recordings are exported and deleted.

Advanced file compression and storage

• Record IQ minimizes storage and network requirements through a high rate of compression. It adapts to your archiving needs for indefinite or short–term storage.

Simplified maintenance

• With Record IQ, you gain numerous capabilities with just one system to install and maintain. Its Web based administration tool enables you to easily make changes as needed—without requiring assistance from an engineer.

Flexible integration and scalability

• Record IQ was built with open standards in mind, so it is quickly and easily integrated into your contact center environment. It is compatible with digital and VoIP phones.

Benefits

Our interaction recording solutions bring numerous benefits, including:

• Operational efficiency greatly improves
• Agent performance sharply rises
• Non-work-related activities decline
• Costs are significantly reduced
• Customer satisfaction builds, reducing churn
• Revenues grow along with revenue-generating opportunities
• Training costs are cut with more effective outcomes
• Regulatory and legal requirements are met with ease—mitigating risk and reducing penalties
• Widespread improvements and advantages come at a low total cost of ownership (TCO)