Interaction Recorder

Interaction Recorder^® is a Customer Interaction Center^® (CIC) all-software solution for multichannel recording, quality assessment control, compliance safeguards, and storage management. Interaction Recorder includes the following features for recording and file management.

• Multichannel media recording for phone calls, IVR, web text chats, emails, and social media interactions.

• Policy-based recordings and user-initiated Snippet recordings

• Synchronized playback of screen and audio recordings

• Simple user interface to easily configure rules-based recording policies

• Ability to store and playback recordings locally

• Intuitive categorization and retrieval features for recording file management

• Tags to quickly retrieve recording files

• Security and PCI compliance through the use of encryption

Interaction Recorder is included in CIC’s core platform technology and its recording capabilities are enabled through simple licensing. Interaction Recorder is easily configured in Interaction Administrator.

The Interaction Recorder Policy Editor is a simple user interface for creating policies for recorded interactions, which include policies for storing and accessing recordings.

Adding Interaction Recorder’s screen recording feature provides the ability to record and evaluate text-based interactions. Screen recording also provides more complete assessment of calls by providing the ability to observe agent navigation and use of systems during call handling.