Interaction Recorder: Call Recording Software

Interaction Recorder is an all-software solution that is built into the Customer Interaction Center® (CIC) and Enterprise Interaction Center® (EIC) solutions for multimedia recording, quality assessment control, compliance safeguards and archiving management.

Key Features

  • Multichannel media recording for calls, IVR, web chats, e-mails and faxes
  • Synchronized playback of screen and audio recordings, including work items not requiring direct customer interaction such as processing a claim or conducting research
  • 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
  • Flexibility to store and play files locally to reduce bandwidth utilizationRules-based recording by entity, workgroup, role, or individual
  • Screen recording for synchronized playback of the screen and audio recording
  • Multimedia recording for calls, web chats, e-mails and faxes
  • Categorization to archive and quickly retrieve recording files in large volumes
  • Integrated scoring and analytics for quality measurement, script adherence, compliance, verifications and customer satisfaction, by individual agents as well as teams
  • Records agents and business users alike
  • Security and PCI compliance via the encryption, policy management, pausing when sensitive information is collected, and storing recordings locally for cloud-based deploymentsn of call recording files, audio and information about each call

Key Benefits

  • Improve customer service practices and workforce performance
  • Verify sales orders and resolve disputes with recorded interaction details and reports
  • Provide evidence for regulatory compliance to protect against potential fines and legal costs
  • Emphasize interaction best practices using call and screen recordings
  • Establish benchmarks for improving agent skill sets by interaction type
  • Ease integration with other applications via Interaction Recorder’s non-blocking architecture
  • Lower your total cost of ownership with a single-vendor all-in-one recording solution

Avtex is an Interactive Intelligence Platinum Elite Partner

Avtex has achieved platinum elite partner status with Interactive Intelligence in 2013. Read the press release here.

Platinum Elite Partnership

Interested in Interaction Recorder?

If you want to learn more about Interaction Recorder from Interactive Intelligence, contact us to setup a demonstration.


Avtex Products Designed for CIC

Avtex has developed a number of products specifically for integration with Customer Interaction Center (CIC) from Interactive Intelligence.

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