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Overview Call Recording Software

  • Priority-based scheduling ensures that high-priority calls are not missed
  • Customize call recording schedules based on user-definable variables and priority rankings
  • Call Recording helps maintain compliance with the Payment Card Industry (PCI) and Data Security Standard (DSS)
  • Your contact center won't outgrow inContact--cloud scalability means your size needs are always met
  • Seamless integration with the most popular systems lets you leverage your existing infrastructure

inContact delivers an innovative call recording solution that allows you to record what you need, when you need it. It’s compatible with various system configurations including VoIP, time-division multiplexing (TDM), and blended environments. The result is a scalable solution that will grow and evolve with your organization.

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Details

  • Quality Management & Evaluation Dispositions

    Quality evaluations can be completed with or without a voice recording. The suite allows for agents to view completed evaluations while listening to the voice interaction to deliver enhanced comprehension. Our solution gives agents the ability to digitally sign, dispute or ask a question about an evaluation. This is a unique option that is built in, and greatly benefits businesses by enabling agent involvement in the quality program process.

  • Coaching & Training

    Through recorded voice interactions you can identify areas of opportunity, strengths, and top performers giving you greater insight for recruiting, training and development. Agent access to their evaluations and creates a desire for self-improvement, motivation for development, and insight into your quality management program. Recorded calls can be pre-screened and utilized in training to ensure that all trainees learn the same thing, the same way.

  • Compliance

    The ability to enable 100 % voice recording allows for greater ability to ensure compliance with internal and external regulations. Our voice recording helps you adhere to regulations such as PCI, HIPAA, and Sarbanes-Oxley, protecting your data and organization from legal repercussions.

  • Flexible Recording Modes

    inContact Call Recording can be customized to meet your specific business needs. Our team will work with you to personalize recording solutions tailored to your environment, your existing phone system, and other business requirements. Our 100% recording is a reliable option to log all of your phone traffic, giving you the ability to achieve greater insight into your business. Priority-based scheduling is a powerful feature that can be defined using business rules and multiple other criteria on each schedule. In some situations, you don’t need to record the entirety of a call.

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