Call Recording and quality monitoring
My name is Nick brown and I work for Magnetic North. I would like to introuduce magnetic North's Call Recording and Quality Monitoring Solution Optimise;
Optimise is a web-based voice and screen recording solution that provides call centres an excellent barometer of organizational performance by monitoring the quality of calls. Optimise automates objective quality measurement freeing up valuable management time.
Optimise consolidates traditional quantitative Performance Analysis with qualitative data. Cutting edge Internet technology provides voice & screen playback synchronization allowing users the flexibility to access calls & results globally.
As Optimise will selectively record and store calls based upon a multitude of user-defined patterns. This effectively releases the key personnel in a contact centre to concentrate on their core business activities when they are most needed.
Supervisors and team-leaders can then set up templates, which are a series or collection of questions that should form part of the agent's interaction with the customer. The questions can be appropriately weighted to reflect the importance of the article to which they refer. Optimise will automatically calculate a percentage score based upon this formula.
Low Cost of Ownership - thin Client architecture means no client installs, fast deployments and simple upgrades. Calls recorded in ASF format for easy web-storage and streaming playback.
Access - via any Personal Computer with a Web Browser and Internet access, allowing Agent calls to be graded anytime anywhere.
Agents, reviewers, and managers have unlimited ability to retrieve voice/data sessions as well as scores.
Open Standards - designed using standard industry technology reducing installation and training costs.
Patterns - can be configured to operate on a Daily, Weekly, or Monthly basis and can be set on a Per Agent, Across Teams, or until monitoring objectives are reached. Minimum and maximum call duration settings automatically filter out unwanted calls.
Native CTI integration - allows for recording based upon events such as callers number (CLI), dialled number (DNIS), Call reason, Call Type (ACD, DN, etc)
'Record me now' - allows staff to use Optimise to support them on difficult calls.
API Initiated Recording - allows for automated voice and/or data capture at Pivotal points in customer desktop applications.
Optional Screen recording - offers customers true visibility of agent activity and 360º quality management. Selective screen recording can be applied to specific monitoring voice call patterns or application triggered.
I trust that this has provided you with a useful overview and hope that you can contact me for futher information,
0116 225 3013