Capture, analyze, and replay every interaction in your organization to ensure compliance and CX
As a fully integrated BT Cloud Work solution we enable you to record every conversation across your BT Cloud Work solution, whether that be a customer call or an internal interaction, and retain these for as long as you are required to do so. We comprehensively tag recordings and link interactions together to make it quick and easy to find and retrieve when required.
We also enable you to gain value from recording interactions with our ability to accurately, and in real-time, transcribe voice and video into text and push this along with the recording to those who need it on any device.
By applying our Interaction Analytics technology, we can drill down into each conversation to understand the content, context, and sentiment, delivering valuable insights into both compliance and the customer experience and highlighting trends that would normally be missed.
Our solutions are helping contact centers to ensure compliance, drive quality management across virtual agents, and to better understand their customers’ behaviors and preferences to deliver an exceptional experience. We are also helping those regulated sectors both public and private to ensure that every conversation is captured regardless of whether it is taking place over the phone, chat, video, or SMS.
For those organizations moving to BT Cloud Work from a on-premise solution that have legacy recordings, we provide a key advantage of being able to ingest those historic recordings into our platform to provide a single repository for all customer interactions.
Physical or Virtual Windows operating system with a minimum of 2-vCPU and 8GB RAM
When authorized, this app will be granted the following permissions:
|Read Call Recording||Download call recording content and media|