Interaction Recorder®
Recording interactions is essential to optimizing customer care, agent performance and especially regulatory compliance. Interaction Recorder simplifies quality evaluation processes, with out-of-the-box reports to facilitate measuring team and individual results. As a complete solution for recording and quality measurement, however, Interaction Recorder’s best asset is everything it does for your business.
- Improve customer care practices and workforce performance
- Emphasize interaction best practices, and establish benchmarks to improve agent skill sets by interaction type
- Quickly verify sales orders, resolve disputes
- Protect against potential regulatory fines and legal costs
- Extend the value beyond live interactions
- Empower business users to manage the quality assurance process independently and with greater agility, with minimal impact on IT
- Have peace of mind knowing your customer information and recordings are protected and secure
Interaction Recorder is built into the Customer Interaction Center™ (CIC) platform and application suite from Interactive Intelligence and requires no third-party integration. The single administration interface in CIC makes configuring Interaction Recorder settings and users easy, eliminating the dual administration issues of many proprietary recording systems.
Recording for all types of media
- Multichannel recording for calls, IVR, web chats, emails and faxes
- Synchronized playback of screen and audio recordings, including work items not requiring direct customer interaction such as processing a claim or conducting research
Painless recording management
- A single, simple interface for configuring multiple policies — WHAT interactions are recorded, WHERE they are stored, and WHO can access, play, score and export them
- Flexibility to store and play files locally to reduce bandwidth utilization
- Intuitive categorization to archive and quickly retrieve recording files in large volumes
Scoring and analytics
- Integrated scoring and analytics for quality measurement, script adherence, compliance, verifications and customer satisfaction, for individual agents and teams
Security and compliance
- Security and PCI compliance via encryption, policy management, pausing when sensitive information is collected, and storing recordings locally for cloud-based deployments
Adaptable architecture
- Non-blocking architecture, simplifying integration with other applications
- Add the Extreme Query™ solution from Interactive Intelligence and offload search activity from other recording operations to accelerate the query process — produce a full scan of 90 million recordings (more than 130 million recording segments) in approximately 11 seconds, specify a date range, and you’ll typically get the results in less than 2 seconds
Interactive Intelligence offers your choice of a complete on-premise solution,
a cloud-based solution, or a managed service. You can even migrate your cloud-based solution to your own site at any time, seamlessly, without incurring downtime or losing your applications.