Screen Recording

Providing a complete picture of call handling performance

Operating in tandem, Liquid Screen Recording complements voice recording to provide a powerful means of monitoring, analysing and improving customer interaction quality and efficiency.

By capturing and playing back screen activity, in association with call recording, detailed analysis of call centre staff exchanges with customers can be undertaken to enhance working methods and communication performance.

Features

  • Capture operators' activities - Liquid Screen Recording captures operators' PC screen activities and synchronises them with the audio of associated calls
  • Multimedia playback - provides accurate, unbiased, multimedia replay of operators' calls and associated activities
  • Rules based recording allows screen capture to be linked to telephone activity, specific application usage and a host of other triggered parameters to suit your specific requirements
  • Easy search and rapid retrieval -user friendly filters allow rapid search and retrieval of video and audio files by date, time, operator, or application
  • Highlights inefficiencies - allows system usage evaluation, enabling flaws or inefficiencies to be pinpointed
  • Undetectable -by your customers and call centre staff

Solution Benefits

  • Provides a complete picture for accurate evaluation and training
  • Delivers a thorough analysis of the customer experience or agent skills
  • Enhances your ability to monitor service quality to customers
  • Ensures agent process adherence and prove standards compliance
  • Verifies transactions and improves your ability to troubleshoot or resolve disputes
  • Allows you to build a resource library of actual call handling for new agent training purposes
  • Pinpoints errors in customer fulfilment so issues can be remedied, common agent errors can be recognised, and supplementary training needs can be identified

Technical Details

  • Records the conversations and associated desktop activities of multiple agents and supervisors cost-effectively
  • Files are saved in small recording sizes for your network
  • Minimal impact on PC workstation resources, network bandwidth, and storage facilities
  • Scalable

 

Products and Services

Information

Liquid Voice

Liquid Voice is a leading provider of integrated Call Logging, Call Recording, Quality Monitoring, Workforce Optimisation and CTI systems.

Its solutions are used extensively by a variety of organisations to help improve operational performance, deliver compliance, safeguard the enterprises and provide invaluable management information.

A UK based operation, Liquid Voice's systems work with both traditional TDM and IP environments and are tested and accredited by the world's leading phone system manufacturers.

The company prides itself on its accessibility and its ability to respond rapidly to customers both before and after installations. It has specific sector knowledge and expertise in the Financial Services, Social Housing, Local Government and Contact Centre markets - an array of leading organisations within each of these vertical markets already use its software daily.