Fully integrated call recording and evaluation
with cutting edge analytics and visual dashboards
CLOUD • HYBRID • ON-PREMISE
Discover the Power of Call Recording
Call recording with analytics is a powerful proposition, strengthening your product portfolio to provide a detailed understanding of a customers’ experience or ‘journey’.
Call recording with analytics and evaluation provides instant valuable feedback for qualitative research – a process that will add value to any customer service strategy. White label your call recording proposition for competitive differentiation.
Call recording adds instant value to your product portfolio. Your customers will also see an immediate impact on their customer service strategy and can be used in conjunction with business analytics in the following ways:
Return missed calls
Return missed calls before a competitor can take the sale, to instantly impact customer satisfaction levels. Listen to call recordings to hear how successful this approach can be.
Call resolution
Calculate call resolution time and understand the effort required to resolve customer queries by tracking call history and listening to the calls.
Analyse call wait time
Track how long a caller waits to be answered or called back, then assess how the call progresses by listening to the call recording. From this it can be determined if the call outcome was negatively affected by the wait time.
Analyse call handling
Listen to call recordings to hear what was said at company, branch or an individual customer level. Use these call recordings to improve techniques, train staff, identify top performers and resolve disputes.
Streamline processes
Analyse call volumes and historical trends to reveal customer service workflow issues across the business and ensure procedures are correctly scripted. Breakdowns in workflow can be identified by following the trail of conversations that took place.
Link call recordings to CRM data
For a full understanding of who has called and what has been said by whom, link call recordings to CRM data.
Cloud
Fully managed call recording deployed in the cloud
Hybrid
Choose to deploy as a hybrid model for the best of both worlds
On-premise
On-premise call recording for the more traditional deployment
iCall Suite Call Recording
Cloud | Hybrid | On-Premise
Visit our dedicated iCall Suite website for further information