Interaction Recorder
Interaction Recorder is a call recording add-on product to Interactive Intelligence’s Customer Interaction Center™ (CIC) for contact centers and enterprises. Interaction Recorder provides organizations an easy and cost-effective way to record, store and manage interactions and further allows for Screen Recording to further enhance the training of agents and the effectiveness of supervisors. By providing businesses with a recording solution filled with Innovation, backed by years of development and customer-tested Experience, Interaction Recorder provides a Value exceeding customer demand in the market.
Interaction Recorder boasts innovative technology that sets itself apart from much of the competition in the market today. Its powerful recording and scoring solution allows agents to be more effectively trained and become more effective with their job faster. The complete integration and testing assurance of Interaction Recorderwithin CIC ensures its success and removes integration issues that exist when using other 3 rd party products. This also eliminates the expense and time of having to do other integration testing required when using a 3 rd party solution. With the launch of 2.4 an additional Interaction Screen Recorder option is available to track the agent's screens for better training and scoring. And finally, Interaction Recorder offers a recording verification algorithm ensuring that the recordings provided are, in fact, the actual pure recording giving management the raw history for the most effective decision-making.
With seven years of development and customer deployments Interaction Recorder boasts successful Recorder customers with over one third of our 100,000 contact center seats use Interaction Recorder.
Through these functions, organizations can improve quality, increase productivity, reduce operating costs, improve customer satisfaction and generate new product and service ideas. Use Interaction Recorder to:
- Build business-driven recording rules to record phone calls, e-mail, faxes and Web text chats.
- Initiate recording using custom attributes created by the IC Server, such as recording all interactions conducted with strategic customers.
- Cost-effectively store and manage digital recordings to meet legal requirements and verify interaction content when challenged.
- Provide secure access to recordings for customer-specific areas, reducing the chances of tampering and enabling the reselling of hosted recording services to internal or external groups.
- Categorize and group recordings based on customer-specific, configured hierarchies for distributed or large organizations.
- Quickly search and retrieve recordings to resolve disputes, verify sales, or mentor employees to improve performance.
- Score interactions based on customer-specific questionnaires to measure the quality of the interaction, measure customer satisfaction with current products and services, and verify sales.
- Review interaction scores based on out-of-the-box reports to quickly determine performance levels.
- Perform centralized system administration from the same graphical interface as your IC Server, reducing IT time and maintenance as well as costs.
- Archive older recordings to comply with legal requirements.
- Expand recording capacity as your business grows through additional compression servers in a “compression farm”.
From our partner Interactive
Intelligence
Interaction Scripter
Interaction Scripter™ is a graphical development tool for the creation of agent-side call-handling scripts that integrate with the Interaction Center platform. Call scripts are created using the same HTML standard used for Web page development with embedded graphics, buttons, drop-down lists, multimedia, and other elements.
When a call is ultimately delivered to an agent, his or her screen can "pop" the appropriate script containing information about the customer as well as step by step call processing instructions.
Interaction Scripter is built upon the foundation of the Interaction Center platform. All communications (an incoming voice call, voicemail, email, fax, webchat, and more) are viewed as events. The Interaction Center platform monitors and detects each communication event and manages and initiates action(s) based on the attributes of the communications event. A new event (i.e. incoming call) is detected, while the attributes of the call (i.e. ANI, DNIS) are used to identify actions (i.e. launch script, route to available agent) to be initiated.
The Interaction Center platform centrally administers multiple events (i.e. a phone call, and the web session) for the same customer contact session and maintains the relationship link so that the two media are utilized simultaneously to service the customer.
Interaction Scripter is the primary tool used by call center agents. The client displays HTML pages that prompt each agent through stages of a call. Interaction Scripter also integrates seamlessly with the Interaction Dialer extension to the Interaction Center platform.
Some reasons for applying scripted applications to the Interaction Center platform include:
- Improving customer interactions
- Implementing outbound applications
- Creating blended environments to process inbound customer service calls and outbound telemarketing calls
- Developing custom guides to lead agents though all stages of a call
- Integrating with third party applications at both the server and client level
