Call Recording from Evolution Voice delivers cloud call recording with playback, call evaluation, quality monitoring, PCI compatibility and flexible storage all for a low monthly cost per user.
Monitor staff performance and comply with company or industry guidelines.
- Monitor call quality and staff performance to improve standards and customer care.
- Resolve who said what disputes
- Train staff on call handling techniques and customer interactions
- Reveal customer service workflow Issues
- Regulatory Compliance
PCI Call Recording available via integration with Evolution Voice or with your booking/payment applicationCall record feature-rich cloud call recording delivers supervisors and agents the tools they need, whenever they need them.
Choose from 2 products:
- iCS Record: Easy to use and fully scalable entry-level playback and
- iCS Record Plus: Enhance iCS Record for supervisor playback based on permissions, call tagging and call evaluation. A user console is also available for agents needing access to their own call
iCS Record: Call recording, playback and sharing.
- Record calls to and from licensed extensions, including internal calls, at an unlimited number of Find, playback and email call recordings.
- Store, find, playback, archive and email call Powerful filters to easily locate calls and share recordings.
- Call recording PCI compliance (pause and resume recording).
- Export recordings as .wav
- Access call recordings anytime, from any device (mobile apps available).
iCS Record Plus: Set playback permissions, monitor and evaluate calls.
Enhanced level features include:
- Set playback permission
- Obtain a breakdown of audited Monitor who played back which calls and when, using the audit trail history.
- Flag and tag calls for further review or for use in
- Evaluate call recordings on call handling, call close and technical knowledge. See which evaluation questions have been answered, the total score and average score given by
- View agents’ average scores when call recordings have been
- Evaluate calls and view the total calls that have been given the same feedback
- Add call results such as complaint, non sales calls and sales Report on the total calls that have been given the same call result.
- Display call results on a wallboard live
- Analyse the total calls evaluated to see all the questions that were answered as well as total and average scores of evaluation
- My console available to access users’ own
