Interaction Recorder
Interaction Recorder seamlessly integrates with the Customer Interaction Center® (CIC) for unequalled multimedia recording, quality assessment control and archiving - all in one unified application developed on a non-blocking architecture.
Because Interaction Recorder is a built-in function of CIC’s core Interaction Center Platform® technology, enabling the Recorder solution requires only simple licensing. Configuring Interaction Recorder settings and users is just as easy in the single administration interface of CIC , which eliminates the dual administration issues of proprietary recording systems.
What is Interaction Recorder?
Interaction Recorder is a Multi-Channel Recording & Quality Assurance Solution
Multi-Channel Recording
- Record 0-100% of calls, chats, emails, and faxes
- Define recording rules based on business need
- Integrated screen recording
- Secure and encrypted
Quality Management
- Search and Report recording and scoring activity
- Measure performance and adherence
- Export and share recordings
More Detailed Feature List
Rule-based recording.
- Quick-pick rule properties to establish clear and precise recording protocols
- Set rules for date range, day of the week
- Set by entity, workgroup, role or individual
Screen recording
- Capture audio and user’s on-screen view, even in a multiple monitor environment
Multimedia recording
- Record inbound and outbound calls - as well as web chats, emails and faxes
- Capture complete details for each media type
- Use audio playback plus attributes such as date, time, call direction for call recordings
- Archive chat transcripts, fax messages and full disclosure of incoming/out emails Categorisation.
- Archive unlimited number of recording files
- User defined conditions for folder storage, no time-consuming batch downloads
- Immediately and automatically store new recording files in appropriate folder
Integrated scoring
- Wizard-driven scorecards to assess agent/employee performance
- Create and customize questionnaires
- Automatically calculate running score
Security
- Encryption of interaction recordings
- MD5 file verification detection for any changes made to a recording