Complete Interaction Recording...Without all the Complexity

Overview

The Challenge

Outstanding contact center performance is by design, not by accident. It evolves from the basics: Meeting customer satisfaction, quality, contact center performance, and regulatory compliance standards. To perform effectively, you must carefully and frequently monitor and evaluate human, technical and information-based resources.

Even with a slew of technologies available to you, this is difficult. For example, how do you ensure that your agents are:

• Effectively “reading” customers?
• Taking the right steps to build customer satisfaction?
• Delivering accurate information?
• Focused on the customer—not on chatting with their friends?
• Using CRM and communications tools appropriately?
• Not putting your company at risk with their online activities?

While many companies have turned to call recording and monitoring to aid in meeting these tactical and strategic objectives, most solutions fall short for these and other reasons:

• Inflexible — Costly and difficult to adapt to your 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

Traditional call recording solutions also are a source of pain for managers because they:

• Make it nearly impossible for managers to systematically extract specific recordings 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 for exporting and sending recordings

To optimize the performance of your agents in a multichannel contact center environment, you need a recording and monitoring solution that is comprehensive, efficient and flexible—without the costs and limitations of traditional recording solutions. That solution is Record IQ.

Complete and Flexible Interaction Recording

Record IQ is a feature-rich interaction recording platform that provides a wide range of capabilities such as digital screen capture, specialized recording schedules, performance tracking, complete call logging, and long-term archiving. It delivers these and many other functions in a single, software based solution.

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.

It offers an integrated, modular design that adapts to virtually any of your recording needs. And it 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 within a single system, making it easier to install, maintain, and use than traditional solutions

Capabilities

Record IQ offers numerous capabilities in a single solution:

• Voice recording — Blend different methods of call recording through a single server solution — without investing in additional equipment or programming. You can choose to record all, randomly, or on-demand.
• Full desktop digital screen recording — Record IQ comes standard with digital screen capture, providing a more complete picture of agent activities. Record your agents’ 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.
• Product — or topic-specific recording - Automatically record interactions based on your criteria, such as accessing a specific field in the CRM system.
• 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 enable agents to start and stop recordings.
• Robust scheduling flexibility and control — You can customize a combination of recording features and schedules to meet your needs — without additional investment. Users create and maintain custom schedules on-demand. They no longer wait for a server administrator to move forward.
• Random monitoring — Managers randomly sample calls using the silent monitoring features of the ACD/PBX.
• Customizable performance tracking tools — You easily build customized quality monitoring forms for scoring and reporting agent performance through a simple Web interface. 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 and mine their messages automatically through custom, telephone-based surveys. Tie surveys to recordings and to quality reports or you can use it as a stand-alone application.
• 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 what has been recorded, and to make better use of information. Users can filter, sort and search for calls using multiple criteria.
• Flexible playback — Users can easily play back recordings through their PC speakers or a dialed number. No special equipment required.
• Smart trunking — You can assign a function to each voice port, enabling you to configure and change which ports are dedicated to reporting, playback, and other functions. This helps to keep the system fully utilized.
• User-defined settings — Users customize how they export, and delete recordings.
• Flexible export capabilities — You can quickly export and send recordings with ease to anyone who would benefit. Export records one at a time or in batches, and in a variety of formats such as MP3, VOX, and WAV.
• Advanced file compression and storage — Record IQ minimizes storage and network requirements through a high rate of compression. You can archive your recordings indefinitely or keep them short term.
• Simplified maintenance — Record IQ offers numerous capabilities with just one system to install and maintain. A Web-based administration tool enables you to make changes as needed, without requiring assistance from an engineer.
• Flexible integration and scalability — Record IQ was built with open standards in mind, allowing for quick standards-based integration in your environment. It is compatible with today’s digital and VoIP phones.

Benefits

Record IQ brings numerous benefits, including:

• Improves operational efficiency — Reduces call handling time by pinpointing and addressing areas of agent inefficiency.
• Optimizes agent performance — Enables you to: review and score agent activities; identify, track, and correct agent errors and improper use of tools; identify and share best practice examples; and identify problems in your workflow. You’ll see a significant improvement in call handling times, first contact resolution (FCR), and customer satisfaction.
• Minimizes non-work related activity — Identifies, track, and correct agent distractions (such as Web surfing, chatting and emailing friends while they’re on the phone with customers).
• Reduces Costs — When agent performance is optimized, the number of repeat calls and total calls will decline. This reduces your agent labor requirements, which also reduces your wages, taxes, recruiting, benefits, facility, supervisor and other costs. In addition, shorter and fewer calls results in lower network expenses.
• Increases customer satisfaction and reduced churn — When agents are doing all the right things, quality of service sharply rises, leading to improved customer retention and lower customer churn.
• Increases revenue — You can improve sales skills, increase up-sell activities, and increase closure rate by identifying “best practices” examples among recordings and leveraging them to augment sales training.
• Reduces training time and improves training effectiveness — Leverage recorded calls, pre-screened for content and quality. Identify your top performers, and use their recorded interactions to coach and train the rest of your staff to reach optimal performance levels.
• Reduces effort, headaches and penalties around addressing regulatory and legal requirements — Avoid penalties for failing to comply with industry/federal regulations. Configure the system for call logging and liability recording by specifying which calls should be recorded. And with advanced recording search and export capabilities, you’ll be able to retrieve specific recordings quickly as needed.
• Delivers high ROI at a low TCO — Record IQ is designed to reduce TCO and deliver high ROI through simplified maintenance, low network impact and flexible integration.