Perform multichannel recording and quality evaluation.

Recording interactions is essential to optimizing customer care, agent performance, and regulatory compliance. Interaction Recorder simplifies quality evaluation processes with out-of-the-box reports to facilitate measuring individual and team results. Even though it is a complete solution for recording and quality measurement, Interaction Recorder’s best asset is everything it can do 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 value beyond live interactions
• Empower business users to manage the quality assurance process independently – with greater agility and minimal impact on IT
• Know your customer information and recordings are protected and secure

Part of an all-in-one solution

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.

Cloud-based or on-premise

Interactive Intelligence offers the 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.

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

• Customer Interaction Center™
• Interaction Analyzer™
• Interaction Optimizer®
• Interaction Feedback®
• Interaction Monitor™

Find a partner that cares as much about your business as you do

Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.

• Client Success – Partner with a team committed to your success
• Professional Services – Tap into experience from thousands of deployments
• Education – Get the training you need to hit the ground running
• Support – Ensure the heart of your business doesn’t skip a beat

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Whitepapers

Recording and Quality Monitoring for Regulatory Compliance

Product Brochures

Interaction Recorder

Case Studies

Alta Resources