Call Recording

Contactual’s call recording capability allows capture of the agent contact with the customer. The contact is indexed with the interaction and transaction for easy retrieval and playback from any authorized supervisor position. Selectable criteria for recording are:

• Percentage of calls by skills and/or queue
• Percentage by agent ID, inbound and/or outbound
• On-demand using a button on the agent toolbar

Individual recordings can be played back or saved to disk. A secure FTP site is provided to download recordings in bulk. Online storage of recordings is offered in multiples of 30 days.

Benefits of Contactual’s Call Recording feature includes:

• Improves your organization’s ability to evaluate agent-customer interactions
• Improves training effectiveness through the use of ‘real’ interactions
• Facilitates standards/regulations compliance by downloading recordings for your own archival