INTERACTIONS RECORDER

Is a simultaneous recording platform for telephone conversation with audio and video capture of the agent's screen. It provides reliable and effective material for quality monitoring analysis.

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Grabación call center

Mitrol Recorder is the fundamental piece to follow the whole business process because it allows you to know the events during transfers, hold and mute. It is a powerful tool for monitoring the interactions of the Contact Center

BENEFITS


CONTINUOUS IMPROVEMENT

It facilitates quality analysts and supervisors feedback, succeeding in identifying improvement od internal business processes promptly

AUDIO & SCREEN

It permits choosing recording type (format or contacting channel) according to each business requirement

LEGAL REGULATIONS

It helps ensure you comply with regulatory requirements and have precise information of each interaction for legal auditing

INTEGRATED PLAYER

Record, filter, search and reproduce from an easy-to-use interface

¿HOW TO USE THE RECORDER IN CONTACT CENTER?

Allows to record interactions on demand (by either supervisors and/or agents)

These recordings can be easily exported and used during training programs and/ or for continuous improvement processes

The recordings can be programmed for execution by full time, selective, on demand, random, by agent, group, address, type of contact, DNIS, ANI, or CTI information

INTERACTION PLAYER

Playback platform of recorded files for hard deep QA analysis.

  • An intuitive interface with standard reproduction icons
  • The platform allows volumen control, fast forward, introduce bookmarks, visualize agents bookmarks (in yellow) or supervisors bookmarks (in red), pause or stop reproduction
  • Identify overlapping, and move forward to a specific bookmark
  • Speed up the reproduction without distorting the audio.
reproductor

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