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