Fully integrated call recording and evaluation

with cutting edge analytics and visual dashboards

CLOUD • HYBRID • ON-PREMISE

Discover the Power of Call Recording

Call analytics coupled with call recording is a powerful combination, strengthening your product portfolio to provide a detailed understanding of a customers’ experience or ‘journey’.    

Call recording combined with analytics 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 when 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