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Capture All Interactions

Call, screen and text recording

Capture All Interactions

Flexible and scalable call and screen recording

Customer Interaction Recording

 

With ever-increasing customer interaction volumes, it’s critical to monitor all channels to optimise performance and increase service levels.

Enghouse’s Quality Management Suite provides recording and coaching solutions for customer interactions across voice, email, chat, SMS and other channels.

Use Enghouse QMS to improve customer service, resolve customer disputes, and meet compliance requirements with customer interaction recording and monitoring.

Capture the entire interaction between your agent and customer including speech-to-text transcription. Ensure consistent and correct use of systems, identify training opportunities, and remove barriers to employee productivity.

Call and screen recording
Capture Multichannel Interactions

Develop a comprehensive view of your customer interactions. Hear what is being said and view the agent’s desktop. Videos with synchronised voice and screen capture can be exported and played back. Whole interactions can be attached to emails or CRM entries.

Call and Screen Recording
Call Recording

Benefit from real-time monitoring and historical playback for telephone calls. Calls can be internal, inbound or outbound. Record interactions either on-demand, full-time, or based on configurable triggers such as date, time, percentage, number ranges and caller ID.

Call and Screen Recording
Screen Recording

You can capture the entire interaction between agent and customer by recording both the conversation and the agent’s computer activities. Set profiles to suit your needs from recording computer activity throughout the day or exclusively when users are on calls.

Call and Screen Recording
Text recording

Contact centres are increasingly offering multiple channels by which customers can contact them. From email, web chat, and social media, to Instant Messaging and SMS, we offer recording options for most text-based communication methods.

Speech-to-text Transcription

Convert audio recordings into searchable text documents. Transcription can be automated according to recording policies or initiated manually. Support for 30+ languages and 40+ dialects with automatic speaker identification.

Text Analytics

All text files, whether transcriptions or text recordings, are indexed and can be searched using powerful search options. Importantly, text analytics works across both to provide a complete cross-channel view of the key topics raised in customers interactions.

Enable quick search and playback. Simplify dispute resolution. Meet regulatory and legal compliance requirements.

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Call and screen recording
Flexible and scalable solution

A modular ‘pay-for-what-you-need’ system, you can add licences and features when the time is right for you. For example, add screen recording, text recording or speech-to-text transcription.

Protect your business and build trust in your operations

Enghouse Interactive Call Recording solutions include features that enable companies to secure call recording files and meet related PCI standards. Reduce credit card fraud and increase controls around cardholder data.

No one likes to have someone looking over their shoulder

Enable your managers to monitor agents in real-time unobtrusively. Evaluate calls quickly using customisable scorecards. Coaching sessions will become more effective by using real examples from captured interactions. More…

Enghouse Quality Management provides a solution for managing the performance within the contact centre. It enables you to deploy scorecards, handle supervisor calibration, and allow for both manager-led and agent self-assessment. An AI-Enabled Agent Evaluation option can identify interactions that fall above and below KPIs, so you evaluate more without bias. Take your contact centre to the next level by easily identifying training needs and viewing performance over time.

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Related Resources

Derive value from every interaction across any channel – voice, video, text, social media. Use speech-to-text transcription to convert audio into searchable text. Multichannel recordings and speech-to-text transcriptions can be enriched by selected meta-information and archived in encrypted form.

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