PCI Call Recording

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

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