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Whether for quality control or compliance purposes, Aspect® Unified IP™ recording and quality management functionality provides your contact center with the tools necessary to monitor, record, score and analyze. The recording and quality management capabilities within Aspect Unified IP provide: - On-demand recording – enable your agents, supervisors and quality personnel to initiate voice and Web chat recordings wherever needed
- Automated recording – allow your managers to automate the process of recording voice and Web chat interactions
- Supervisor monitoring – allow your supervisors and quality control personnel to silently monitor, coach or take control of an interaction between the agent and customer, as well as to record the agent screen
- Screen capture – allow for recording the agent screen along with the contact data. This function can be initiated on demand and is also available with voice recording/playback functionality.
- Agent scoring – give administrators the ability to create scorecards within Aspect® Unified IP™ that can be used when a supervisor is monitoring or coaching an agent or listening to a recording of an agent.
Contact center recordings can be automated or initiated on demand by agents or supervisors, allowing them to record voice, chat and collaboration sessions. Review interactions between agents and customers and provide supervisors with the means for more efficient evaluation of agent performance. Additionally, Aspect® Unified IP™ offers the ability to report on the results of the scorecards.
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