The Best Source for Call Center Management & Recording Software.

Voice Recording

Voice Recording

We cover all aspects of Call Recording  

Whether you have a complex multi site Call Center with many different telephony platforms or are a smaller organization we have solutions that fit well into your existing system architecture and business processes. The CACTI suite is designed to standardize recording operations across your entire organization.  

Voice over IP Telephone Recording

 

Our Voice over IP recording platform allows your IP based business unit to take advantage of quality and compliance recording in one intuitive interface. Our unique Voice over IP recording software can capture interactions from virtually any telephony device or phone system. The product supports and enhances 99% of the telephone systems on the market today. With no proprietary hardware to buy, the solution is easy to install and deploy. Why should your company utilize this high impact software solution? It delivers additional benefits and the highest performance to your organization. (Goes to voice over ip page  

Traditional Telephone System Recording

 

Digital PBX recording is made simple with our solutions. We use state of the art non-propriety hardware which is designed to go into a customer’s existing server environment. Each FocusRecord™ server can optionally be fitted to perform as a single server contact recording software platform supporting station side digital or T1/E1 trunk recording. Virtually all of the major telephone system platforms are supported turn key. For more information please click HERE (Goes to Compliance Recording Page)

 

Call Center Quality Software

 

The CACTI quality suite provides your contact center supervisors the ability to perform audits on agents using a fully integrated auditing tool. Agents are audited and scored based on your specific criteria defined by your business. This results in improved customer satisfaction and agent moral. Please Click here to learn more.(goes to quality page)

 

Agent Screen Recording and Monitoring

 

Many Call Centers are finding great value in recording the agent desktop screen. Our screen recording solution offer limitless video recording at random or full time. The tool gives supervisors the ability to live monitor the agents screen at any time to assist in coaching the agent. These screens can then be used for training or performance review. At a glance, the supervisor can review all the current desktops screens of the agents in the call center giving the supervisor the ability to make quick decisions on what agent may need assistance.

 

Reports and agent coaching

 

Using all the above tools in conjunction offers a powerful training tool. By using our report and training module, supervisors have the ability to trend agent performance. There are over 40 reports combined that supervisors can use to greatly improve customer service in the contact center. CONTACT US today to learn more about this feature rich tool.

 

Reports and agent coaching

 

Our IVR automated survey tool complements call recording in the contact center. Surveys provide feedback and insight into the customer experience. By linking recordings to surveys, you can listen to an interaction and then review the customer’s feedback on that interaction to compare and contrast the customer experience providing invaluable business information which can improve your bottom line.

 

Speech Analytics

 

Our product intergrates with several leading providers for speech analytics. Based on your needs and language, we have several offerings which allow you to perform root cause analysis on the entire call center. Please CONTACT US for more informaiton on these exciting products.

Register for a demo of Converge VoIP and see how this robust call center software can provide a complete solution for your organization.