Call Recording And Monitoring
The Call Recording application allows you to keep a record of every interaction occurred in the Contact Center for future use, supervision processes and monitoring, also widely used for agent evaluation and skill grading.
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features
Record any type of interaction (calls, chat, email, etc).
Local and remote real time monitoring (via web and telephone).
Keep records in MP3 or GSM format.
Export audio files.
Keep files of up to 350 kb per minute stored.
Integration with rating systems.
On demand and selective recordings available for configuration.
Chat recording comprising all types of chat interactions.
Search and Audio Reproduction Application
inConcert Allegro allows instant filtering, searching, recovering and reproduction of interactions stored in the recording repository.
The interface is simple and intuitive, granting you easy access to your multimedia recordings any time you need it from a web based interface.
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features
Wide range of search criteria for past recordings.
Stream screen capture videos from the agent´s screen.
Perform recording backups based on search criteria.
Schedule backups for predetermined dates.
Download zip files with recordings responding to search criteria.
Configure file names for downloaded recording, for easy access and identification.
Range of Dates
Call Duration
DNIS
Agent
Disposition Code
Range of Hours
Caller ID
Campaign
Call / Voice Mail
Customizable parameters
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Products
- inConcert Allegro Contact Center
- inConcert IVR
- inConcert Voice Blaster
- inConcert Social Desktop
- inConcert D2C
- inConcert Survey
Solutions
- Customer Service
- Telemarketing
- Collections
- Outsourcing CCO / BPO
- Government
- Political Campaigns
- Telco
