Engage Capture
Now contact center quality monitoring can be taken to a new level with a comprehensive means of recording customer service fulfillment activities on agents' PC workstation screens in Engage Capture. Contact center supervisors can leverage multimedia playback of customer calls for a multitude of invaluable uses, including detailed monitoring of customer service quality, building agent training libraries, and pinpointing areas of inefficiency in call center application software.
These detailed accounts of customer-agent exchanges can be enabled with a surprisingly minimal impact on PC workstation resources, network bandwidth, and storage facilities as a result of this suite's leading-edge video compression algorithms. Post-call analysis is as simple as playing a multimedia clip at the desktop.
Capture PC activities
Record agents’ PC screen activities synchronized with the audio of associated calls. Files are saved in small recording sizes for your network.
Search and retrieve video and audio files
Simplify searches by filtering any combination of date, time, agent, agent group, or customer.
Evaluate and train agents
Enhance the evaluation and tracking of agent performance over time when integrated with Engage SCORE by TelStrat.
Install up to 448 simultaneous sessions
Simultaneously capture up to 448 agent and supervisor workstation screens (112 per video server; maximum of 4 video servers attached to each voice server) at any given time. Record the conversations and associated desktop activities of multiple agents and supervisors cost-effectively with minimal effect on network resources.
Benefits
- Enhance the ability to monitor service quality to customers for a thorough analysis of the customer experience or agent skills
- Ensure agent process adherence and prove standards compliance
Verify transactions and improve the ability to troubleshoot or resolve disputes
- Carry out usability testing of agent application software and pinpoint flaws or inefficiencies
- Build a resource library of actual call handling for new agent training purposes
- Pinpoint errors in customer fulfillment so issues can be remedied, common agent errors can be recognized, and supplementary training needs can be identified