Perform multichannel recording and quality evaluation
Recording interactions is essential to optimizing customer care, agent performance, and regulatory compliance. Call recording is a cornerstone of the call center.
Interaction Recorder simplifies quality assurance processes with out-of-the-box reports that facilitate measurement of individual and team results.
Interaction Recorder is a complete solution for recording and quality measurement, enabling you to:
- Improve customer care practices and workforce performance
- Emphasize interaction best practices, and establish benchmarks to improve agent skill sets by interaction type
- Quickly verify sales orders, resolve disputes
- Protect against potential regulatory fines and legal costs
- Extend value beyond live interactions
- Empower business users to manage the quality assurance process independently – with greater agility and minimal impact on IT
- Know your customer information and recordings are protected and secure
Part of an all-in-one solution
Interaction Recorder is built into the Interactive Intelligence Customer Interaction Center™ (CIC) platform and application suite, requiring no third-party integration. The single administration interface in CIC makes it easy to configure Interaction Recorder settings and users – eliminating the dual administration issues of many proprietary recording systems.
Cloud-based or on-premise
Your CIC implementation can be a complete on-premise solution, a cloud-based solution, or a managed service. You can even migrate your cloud-based solution to your own site at any time, seamlessly, without incurring downtime or losing your applications.