eQueue Recording

eQueue Recording allows customer interactions to be digitally recorded and archived for later review. Integration with eQueue ACD provides advanced capabilities beyond what third party recording and quality monitoring systems can achieve. For example, information from the eQueue ACD such as caller ID, agent ID, and day and time stamps allow contact center managers to easily define which type of calls, how many and at what time they are to be recorded. Additionally, a simple intuitive interface is provided allowing for easy archival, retrieval, playback and scoring of recorded files.

Key Features:

On-Demand Recording

On-Demand Recording is used at the agent's discretion to record agent and/or customer interactions by pressing a button on the agent's phone or desktop at any time during a call. This feature is often used for contract verification, threats, obscene phone calls, etc.

Quality Assurance Recording

Quality Assurance Recording sessions are automatically activated based on the agent's group, type of call, or number of calls previously recorded for the agent and/or group. Additionally, supervisors have access to all recordings and can review and edit those recordings from their desktop.

Recording Management Tool

Whether it's due to industry regulations or internal quality assurance policies, contact centers of all size are often faced with the task of managing and archiving a ver large number of voice recordings. eQueue Recorder makes this a snap with Recorder WorkSpace. Recorder WorkSpace is a powerful, easy-to-use tool designed to allow supervisors to easily set recording schedules, retrieve recordings based on user defined search criteria, listen and score voice recordings – all from the convenience of any desktop computer.

Bookmarking

Recorded calls can be "bookmarked" at different intervals during the recording to point out an important portion of the recording. Supervisors can add text comments in bookmarked areas, such as "needs improvement" or "excellent response" to provide important instructions to agents.

Client Recording Access

eQueue Recorder allows remote access to session recordings for client review. Contact center managers can define permission standards to determine who can access the recordings and what actions can be taken with each recording. Remote access is secured by user ID and password protection.

eQueue Recording Key Benefits:

Supervisors can use recordings to increase learning and improve agent skills – improving customer satisfaction and increasing agent productivity.
eQueue Recorder is made available at a fraction of the cost of stand-alone recording systems, and since it comes pre-integrated with eQueue ACD it represents a tremendous value to the contact center.
Improve contact center as well as overall business performance by quickly identifying and documenting sources of customer dissatisfaction.