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Integrating Call Recording with Other Applications
Engage Desktop Analytics software optimizes workflow by pulling customer data from CRM and other applications and linking it to contact recordings to build and maintain complete and convenient views of your customers’ experiences and journeys.
Hosted WFO Yields Strategic Benefits
Engage WFO SaaS™ software delivers advanced call recording, quality management, analytics, and workforce management benefits without infrastructure investment. Lighten the load for your IT department and reduce CapEx expenditure.
Using Workforce Management for Efficient Scheduling
With Engage Workforce Management software you can accurately and easily schedule skilled agents to meet service levels. Wizard tools make forecasting simple. Schedules update instantly based on demand.
Mitigating Complaint Calls with Speech Analytics
Engage Speech Analytics software locates words and phrases in call recordings, helping uncover fresh insights for improving products and services, reducing litigation, and increasing customer satisfaction.
Live Monitoring Calls for Performance Improvement
Monitoring of agents’ calls, coupled with Engage Coaching and e-Learning software, equips agents with knowledge and tools to better understand their strengths and weaknesses, fostering better performance, empowerment and morale.
On Demand Recording for Management
On demand recording with Engage Record allows users to be in control of what conversations are recorded and who has access to those recordings. Exclusive Conversation Save™ technology provides recording of the entire call, even after the call has begun.
Call Recording and Screen Capture for Webinars
Engage Record and Engage Capture, when used together, provide a synchronized audio and video recording which can be used to capture and share information beyond contact center interactions - in this case, an all-employee company webinar.
Using Basic Speech Analytics for Business Intelligence
Engage Speech Analytics software locates words and phrases in call recordings, helping uncover fresh insights for improving products and services, reducing litigation risks, and increasing customer satisfaction.
Redundant Recording to Meet Service Commitments
Engage Record software provides rock-solid call recording easily tailored to support service excellence, policy adherence, and regulatory compliance. Recordings enable staff to resolve disputes quickly, support legal defense, and mine fresh business intelligence.
Achieving PCI Compliance with Call Recording
Engage Record software, together with Engage Desktop Analytics and Engage Encryption can be used to automate PCI compliance for organizations with regulatory compliance requirements.