Momentum provides a comprehensive, compliant call recording service. The services delivers a complete call recording solution with both the flexibility and cost advantage that most organizations need. Whether you want to improve customer service quality or deal with regulatory and legal compliance issues, our service will benefit your organization.
Archive: Call Recording
Benefits
Convenience:
Easy to use web interfaces, filters, descriptions and comment annotation provides users with tools to quickly find recorded calls.
Accessibility:
Recorded calls are viewed and accessed via standard web browsers and media players. Any user with a broadband internet connection and a media player can view and listen to recorded calls or calls in progress.
Cost Savings:
No hardware and software required to begin call recording.
Read MoreEasy Administration:
Tenant administration determines precisely what calls are to be recorded based upon origination/termination numbers, date, time and percentage of calls to be recorded.
Security:
Recorded calls required for legal, regulatory or compliance purposes can be easily transferred from the SmartRecord IP system to the user’s system individually or in batches.
Privacy:
Tenant administration selects extensions for recording, thus allowing the end user to control recording of sensitive extensions or information. Recorded calls are available to system users on a permissions basis as assigned by the tenant administrator.
Add-Ons
Add-Ons That Will Push Your Business Efficiency into Overdrive
Evaluate – Improve the Performance of Your Call Handlers
- Create custom evaluation forms that can be applied to recordings to monitor agents calls and grade their ability to resolve customer issues. Results are provided in special reports, charts, dashboards and export formats.
- The evaluations tool is used for many functions including: Training, Performance Monitoring, Script Development, Process Adherence
Speech Analytics – The Days of Listening to Every Call are Over
- Utilize speech analytics to index recordings phonetically for easy retrieval and reporting. Real-time phonetic-based mapping function allows for categorization, alerting and isolating of calls based on pre-established spoken word criteria.
- The audio mining module allows users to quickly find and access important calls for: Regulatory Compliance, Risk Management, Liability Protection, Dispute Management
Screen Capture – Screen Recording that Coincides with Recorded Calls
- Link a voice recording with a corresponding visual recording of an employee’s computer activity at the time of the call. Capturing both the audio portion of customer interactions along with what’s on an agent’s screen while a call is in progress helps achieve comprehensive monitoring.
- The Screen Capture capabilities are extremely beneficial in terms of improving: Customer Service, Agent Compliance,Training, General Oversight
Call Recording In Action
- Our service helps organizations drive efficiency, automation and distributed workforce management.
- The service works with your existing phone service, no need to port numbers or buy additional equipment.
- Our service is a secure software-based recording system. Recorded calls are transcoded into MP3 format allowing the user to listen to the calls using the media player of their choice.
- Users have access via a permissions based web interface.