Record 100% of calls, on schedules, by business and compliance rules, and on-demand. Supervisors may monitor live calls and record any call from its start. If a caller is transferred, the recorded call segments are merged to support service quality. With Engage Screen Capture software users may integrate call recordings with synchronized video recording of agent desktop activity, including email and chat, to create complete views of customer interactions.
Review call and screen recordings to discover new ways to improve customer satisfaction and agent work activity. Users easily retrieve stored recordings and pinpoint specific calls with intuitive searching. Use call metadata associated with customer information, such as customer IDs, policy numbers, case IDs to make finding desired recordings easy with Engage CRM integration.
Protect call and screen records while recording and when stored with AES 256-bit encryption and with SSL encryption during transmission across networks. Strongest access security features protect customers’ Engage software solutions from unauthorized access.
Manual efforts to comply with regulations and standards are prone to human error. Using Engage Desktop Analytics software, API, or SDK to automatically pause and resume recording is a much better way to protect sensitive customer data and meet PCI-DSS, HIPAA, and other data security requirements.
Engage WFO software users may associate key customer data, such as account number and order history, via integration with CRM, enterprise, and other back-office systems. Link recorded calls, emails, chat sessions and social media mentions to customer CRM records to provide complete visibility into customers’ journeys.
Engage Quality software is integrated with call and screen recording to enable supervisors scoring performance cards and delivering coaching sessions to be effective and efficient in helping maintain performance standards and service quality. Evaluations and assignments are easy to initiate and track. Dashboards display current KPI status and trends.
Live monitoring of performance is useful in coaching trainees and observing skilled agents, fine-tuning workflow processes, and spot-checking adherence. Engage Capture software records multiple desktop screens simultaneously, allowing supervisors to monitor and coach teams of agents. Team monitoring enables honing team skills, improving workflow, and guiding agents through complex tasks.
Administrators assign customizable user roles via streamlined log on. User accounts are assigned one or more customizable roles that define the software user’s system feature and resource access. Single sign-on and Active Directory integration enables network-authenticated users to log on to Engage WFO without providing additional log-on credentials.
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