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Article : Multichannel Recording: A Central Feature of Today’s Contact Center

Inhouse Sales Manager Central and Eastern Europe
ASC
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Contact centers, like many other professional industries, must handle and integrate different types or channels of communications. Customers expect and demand seamless and professional services beyond the traditional method of picking up the telephone, the main way customers communicated in the past. Besides audio calls, contact centers must respond to text messages (e-mail, SMS, chat) and even video. For quality - and process optimization as well as compliance, these communications channels must be recorded and integrated into contact center software to fully enable workforce optimization (WFO).


Multichannel Recording and Workforce Optimization


Workforce optimization encompasses communications recording, quality monitoring, speech analytics, eLearning and workforce management. Speech analytics helps high-volume contact centers with an otherwise unmanageable volume of communications. eLearning creates a loop of continual training as it finds the weak points of individual agents and then eliminates them through customized instruction. Workforce management ensures the right agent is assigned to the right job at the right time.



Recording software should display all forms of customer communications in an integrated overview. Conversations should be searchable, then filtered and replayed in innovative and user-friendly templates. Moreover, the audio conversations must be accessed by WFO features such as speech or content analytics. With multichannel recording, agents’ and customers’ behavior can be analyzed, and the whole working process can be enhanced, leading to higher customer satisfaction as well as more efficient and satisfied agents.

Multichannel Recording and Screen Activities

Screen recording plays a major role in the contact center environment. It enables a full overview of agent activities as well as an analysis of their reaction to emerging screen events. For security reasons, the customers’ confidential information must remain hidden so screen recording software must recognize and hide credit card details entered by the customer. Screen recording can serve as a process optimizer as well. Special features and applications should recognize deviations from pre-defined processes. By doing so, agents can be more fully trained, and the whole customer-service process can be improved.

Perhaps, the most critical screen activity involves social media. This channel readily allows external communications outside of the contact center, and poor service can be easily magnified by an unsatisfied customer. For this reason, only agents familiar with social media culture should be assigned to these channels.


Conclusion


Multichannel recording enables sophisticated workforce optimization because many WFO applications and features are based on recorded communications by audio and text alike. It also improves agent capabilities and customer retention. A superior recording solution will adapt to various modes of communications and serve as a driving factor for improving contact center quality. To do so, the recording software must be flexible, scalable and adaptable.


About Johannes Allig:
As a Product Manager, Johannes Allig is responsible for ASC’s wide range of solutions for Voice over IP and CTI. Before joining ASC, he studied international technical sales management and worked in sales and product management. Outside of work, he enjoys coaching youth wrestling, traveling and gourmet cooking.

About ASC:
Company LogoWith the solutions from ASC, users can increase their service quality, protect their assets and react optimally in emergencies. Challenges of this kind are part of daily business for companies and public safety organizations. With ASC at their side, they benefit from the practice-oriented approach of ASC to not only capture communications streams, but also to structure this flood of data into valuable information which enhances productivity and decreases costs. ASC is a worldwide software provider of omni-channel recording, quality management and analytics. We address all enterprises with recording needs, especially contact centers, financial institutions and public safety organizations. We record, analyze and evaluate interactions across all media, including fixed line and mobile voice, chat, video, screen and SMS. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action. ASC offers its entire portfolio either as on-premise or as a service provider with a cloud solution. We believe in cloud, and thus offer a truly multi-tenant, highly scalable family of products and services – giving our customers full flexibility, allowing them to invest as they grow, always leveraging our latest technology. With subsidiaries in the United Kingdom, France, Switzerland, Romania, Dubai, United States, Brazil, Mexico, H
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Friday, March 13, 2015

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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