Call Centre Recording
Liquid Recording
Liquid Recording provides the contact centre with an effective tool to enhance call centre management and service performance.
Benefits
An invaluable call centre recording solution to:
- Facilitate regulatory compliance
- Expedite dispute resolution
- Deliver quality monitoring
- Provide interaction logging and analysis
Our flexible call centre recording solutions are built to evolve with your business' changing requirements and can scale from a single site with several lines, to tens of thousands of lines across multiple geographical locations.
The solution is entirely web-based, is available on the company intranet or can be published and made available over the web.
Features
Ease of use and integration
- Liquid Recording operates on any line or phone system and caters for TDM, IP, extension and hybrid telephony environments in one chassis. It has been tested and is
- Accredited by the world's leading phone system manufacturers.
- Multiple sites can be collated to a central server or operate independently.
- Offers CRM Integration Options
- Provides powerful searching and folder indexing capabilities
- Allows own recordings to be accessed and recordings to be emailed and saved
- Feature to add notes to calls
- The system can be integrated with your case management / customer relationship management software to deliver complete interaction management.
- Calls are logged and indexed with audio attachments against customer records to provide a full audit trail and can quickly be reviewed from within your software package.
Call monitoring
- Training and evaluation templates can be imported and managed within the call centre recording software, allowing managers and team leaders to sample calls and report on organisational, team and individual performance.
- Provides quality sampling
- Full audit history available
AES encryption and PCI compliance
- For businesses that take payments over the telephone, the system is backed by AES encryption (Advanced Encryption Standard) and delivers PCI compliance. Further to the encryption, the system offers manual or dynamic silencing of sensitive audio for additional security.
Liquid Backup
- With the optional Liquid Backup solution, your recordings and call logging database are automatically backed up every night to a secure off-site location