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Interaction Dialer Manager Help
Call and Screen Recording
Interaction Recorder, a CIC add-on product, is a common companion to Interaction Dialer for reliable recording of all, random, or specific calls based on given contact, agent, time, campaign or other attributes. Both calls and screens can be recorded by Interaction Recorder. In any business, and especially in regulated industries such as healthcare and financial services, recording interactions is essential to optimizing agent performance, customer service and regulatory compliance.
Product Overview
Call recording is a common and required function of many outbound call centers. Interaction Dialer takes advantage of Interaction Recorder, a pre-integrated add-on to Customer Interaction Center and Interaction Dialer, to provide seamless recording of all calls, random calls, or calls that match some set of conditions, such as calls from a specified number, at a certain time, to a certain agent, for a certain campaign, and so forth.
Interaction Recorder also provides agent screen recording, if wanted. Interaction Recorder has built in agent scorecard definition and tracking capabilities to allow for quality monitoring and scoring of recordings.
Interaction Recorder covers every aspect of recording and file management, centralized in one intuitive interface for managers and authorized users alike. It provides multichannel media recording for calls, IVR, web chats, emails and faxes.
Interaction Recorder is a single-vendor, all-in-one solution. Interaction Recorder is a built-in function of CIC's core platform technology and requires only simple licensing to enable its full recording capabilities. The single administration interface in CIC makes configuring Interaction Recorder settings and users just as easy, eliminating the dual administration issues of many proprietary recording systems.
Typical applications of Interaction Recorder include:
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Dispute resolution |
Recorded interaction details and reports help resolve customer disputes, and also provide evidence in regulatory compliance situations to protect against potential fines and legal costs. |
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New agent training |
Supplement training programs both for in-center and remote agents using screen recordings and easily distributed call recordings. Recorded interactions inform new agents about "right" and "wrong" ways to handle interactions. |
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Agent improvement training |
Use call and screen recordings to emphasize best practices for even the most experienced agents. |
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Process improvement |
Determine ways to better manage agents and interaction processes. Recordings also provide benchmarks for improving agent skill sets and how skills apply to various interaction types. |
Key Features
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Interaction Recorder provides synchronized playback of screen and audio recordings, including work items not requiring direct customer interaction such as processing a claim or conducting research
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A single, simple interface for configuring multiple policies: what interactions are recorded, where they are stored, and who can access, play, score and export them
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Flexibility to store and play files locally to reduce bandwidth utilization
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Rules-based recording by entity, workgroup, role, or individual
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Screen recording for synchronized playback of the screen and audio recording
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Multimedia recording for calls, web chats, emails and faxes
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Categorization to archive and quickly retrieve recording files in large volumes
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Records agents and business users alike
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Security and PCI compliance via the encryption, policy management, pausing when sensitive information is collected, and storing recordings locally for cloud-based deployments of call recording files, audio and information about each call