Call Recording Software

Interaction Recorder is a call recording 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 of Interaction Recorder

  • 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 deployments of call recording files, audio and information about each call

Interaction Recorder 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 call recording software solution

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