Call Centres

Key features of call recording solutions for call centres

• A choice of market leading call recording products including, NICE Perform eXpress, NICE Smartcenter, Mirra Series IV, VocalMaxPro, Wordnet 3 or Nicelog (integrating with NiceUniverse)
• Quality Management Consultancy included with every new implementation - Ability to integrate speech analytics with selected products
• Synchronised voice and screen capture for evaluated complete customer transaction and systems usage
• Total Recording ability to capture all calls reliably and securely
• Selective Recording ability using integration into communications network (ACD, PABX, LAN/WAN, CTI, IVR)
• Automated scheduling to save valuable management time and extensive storage costs
• Quick, simple search and retrieval of calls using criteria such as agent ID, length/type of call, customer type, inbound number
• On screen evaluation forms enabling playback and scoring calls can be carried out during convenient times
• Automated Reports from data captured on evaluation forms, helping assessment of training, customer satisfaction levels, or compliance

Key benefits for contact centres

• Consistent quality assurance of individual front line staff, specific sales or marketing campaigns, groups of agents, or performance of CRM software (eg Siebel)
• Call centre managers, supervisors, team leaders and quality assurance staff capture the correct calls either randomly or according to targeted areas for improvement in the organisation
• By employing voice recording for transaction verification you can reduce liability risk to the organisation by having the evidence to prove what was or was not said. You can also reduce liability insurance costs significantly

Business Systems helps organisation to implement a complete quality management solution integrated into business processes and company objectives by supplying consultancy from an industry expert in the field of quality. Contact us to discuss your requirements further.