CALL RECORDING AND CALL ANALYTICS

Listen, learn, measure and analyse each

interaction to improve your business customers experiences. 

WHAT IS CALL RECORDING AND CALL ANALYTICS?

A complete call centre software solution that allows your business to record, evaluate and analyse customer interactions to improve customer experience and satisfaction.

FEATURES HIGHLIGHTS

Monitor business-critical customer service KPIs.

At a glance dashboards and wallboards.

Enhanced level analytics, dashboards and wallboards.

Powerful live analytics to manage teams.

Supervisor analytics and agent control.

Call recording search and playback.

Call recording quality monitoring and evaluation.

WHY CALL RECORDING?

Enhance contact centre efficiencies.

Call monitoring

Monitor call quality and staff performance to improve company and customer service standards.

Protection

Protect staff from abuse.

Productivity

Train staff on call handling techniques and customer interactions to improve performance.

Call resolution

Resolve “who said what” disputes.

Compliant

Facilitates PCI DSS, MiFiD II and GDPR compliance (for industry regulation).

Customer experience

Boost customer experiences by rescuing defecting customers and identifying customer service workflow issues.

HOW IT WORKS?

Fully integrated and mobile-optimised business call recording and call analytics. 

This software integrates seamlessly with cloud and on-premise phone systems, suitable for any size of business.

Record calls on analogue, ISDN or SIP, at one site or across multiple sites.

WHY CALL ANALYTICS?

Make informed decisions to deliver a more effective service to your customers. 

Productive

Monitor call quality and staff performance to improve company and customer service standards.

User-friendly

Customise outputs and design dashboards according to your call agent needs.

Customer-focused

Leverage daily call flows and interactions to better understand your customers' buying journeys and preferences.

Availability

Check real-time call analytics for immediate insights and speed up decision-making.

Optimise resources

Schedule the right amount of call agents at different times and days of the week, improving staff performance and using staff to callers ratios.

Scalability

Add or remove users with ease and reduce expensive system upgrades costs.

KEY FEATURES AND BENEFITS

Tailor-made solutions – pay for only what your call agents use.

REPORT: Access enhanced reporting, advanced analytics and dashboards that can be broken down into call agent,Hunt Group or Automatic Call Distribution.

REPORT PREMIER: Monitor in real-time Report capabilities for admin control. To meet future staffing needs, access real-time call agent availability and call handling statistics.

INSIGHT: View live reporting and data visualisations through predefined dashboards and wallboards that refresh every 15 minutes.

RECORD: Access adaptable call recording and playback features. The Record Plus option adds admin functions such as Call Tagging (a virtual bookmark) and call evaluation to improve call quality and management. 

Call us today on 1300 725 127 for more information.
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