Call recording has long been a table-stakes requirement for many contact centres and business leaders. Capturing information from critical conversations is essential for compliance in many regulated industries. In an age where customer experience is the number one differentiating factor for any brand, call recording delivers sensational insights.
Being able to successfully capture calls and leverage insights from the data collected means businesses can develop plans to serve their audience better, improve their training initiatives, and even enhance operational outcomes.
CallCabinet is a market-leading contact recording vendor committed to helping businesses leverage the benefits of compliant call recording. For over a decade, the company has delivered innovative solutions to transform how enterprises manage regulatory compliance needs.
Let’s take a closer look at the features and benefits of CallCabinet’s technology.
CallCabinet Review: The Features of CallCabinet
CallCabinet’s platform offers extensive call recording functionality, AI insights, and meaningful analytics to businesses from virtually every industry. The company was one of the first innovators to invest in the future of cloud-based enterprise recording. Today, CallCabinet is one of the most prominent award-winning vendors available for modern companies.
The heart of CallCabinet’s solution is the phenomenal Atmos platform. This was the world’s first cloud-native solution for call recording, allowing companies to decentralise operations and empower employees anywhere in the world. The CallCabinet Atmos system operates on a multi-tenant Azure cloud architecture, with unified location data sovereignty, for complete control over your information.
The solution also integrates with a host of leading communication tools, including the Microsoft Teams ecosystem. Some of the significant features of CallCabinet include:
Emotion and sentiment analysis: Atmos from CallCabinet not only records calls, but provides business leaders with the insights they need into those conversations too. The Atmos Voice Analytics system can automatically analyse each call for sentiment, and classify calls into specific categories based on findings.
PCI-compliant call recording: Ideal for companies requiring call recordings to be stored safely, securely, and compliantly, PCI-compliant recording from CallCabinet allows businesses to safeguard financial information. Users can automatically redact financial data like credit card and social security numbers from vulnerable communication layers, to improve security for all customers and business leaders.
Workforce optimisation: CallCabinet’s call recording tools also provide powerful solutions for managing the modern workforce. Users can gain at-a-glance insights into call quality and activity. Supervisors can also search for information about quality and performance in a matter of seconds, with visual reports to guide them.
Screen capture: As video and multi-media communications make their way into the contact centre, companies need to capture more than just voice. CallCabinet can securely record agent computer screens during conversations, and the technology allows supervisors to set the capture at any frequency level.
Agent/Call scoring: Companies can keep track of important agent performance metrics and quality insights with scoring components. The Atmos report writer makes it easier to dive into the details of each report. Plus, it’s possible to combine multiple scores together for a dynamic overview of all call centre outcomes.
CallCabinet Review: Benefits
CallCabinet offers a comprehensive ecosystem for call recording, reporting, and analytics in the customer experience landscape. Companies can use this comprehensive ecosystem at any time, from any place, thanks to its position in the cloud. As an all-in-one solution for compliance, call quality, and voice analytics, CallCabinet provides business leaders with all the tools they need to get more out of their data.
The CallCabinet Atmos platform ensures you can capture voice from anywhere in the world, on a range of different channels, alongside other essential media, and data. What’s more, it provides the insights business leaders need to make meaningful enhancements to customer experience.
Some of the major benefits of this technology include:
Simplicity: Despite the comprehensive nature of CallCabinet’s recording tools, the solution is incredibly easy to use. Companies have the freedom to establish policies and strategies according to their specific needs. What’s more, the cloud-based system is easy to roll out and provision to users anywhere.
Universal integration: Atmos from CallCabinet was designed with flexibility in mind. The technology can seamlessly integrate with 99.9% of all UCaaS and telephony platforms, so companies don’t have to rip and replace their existing investments. It’s even possible to implement your call recording technology into Microsoft Teams.
Military-grade security: CallCabinet doesn’t just give customers peace of mind with solutions like PCI-compliant redaction, it can also support business security too. The technology features military-grade 265-bit AES encryption, as well as multi-factor authentication options. Companies can even set their own data sovereignty requirements.
Exceptional uptime: The powerful Atmos cloud environment keeps all data protected and resilient in an unpredictable world. Companies can leverage amazing 99.999% uptime, to ensure they always have access to the information they need most, anywhere in the world. What’s more, regional offices and data centres around the world make it easy to access assistance if anything does go wrong.
Exceptional insights: More than just a solution for compliance, CallCabinet provides companies with crucial insights into their call quality, and customer experience. Business leaders can use speech to text transcription to learn more about customers, and leverage sentiment analysis to develop strategies for improving client satisfaction.
Who Can Benefit from CallCabinet?
“We host and manage one of the largest 3CX deployments in the UK and due to the size and security of their business communications, we needed to offer more compliance. CallCabinet was seamlessly overlayed onto their 3CX system which has in effect, improved communications both internally and externally.
“They now have peace of mind that their communications are not only stored safely and securely but they can also track agent productivity thanks to the voice analytics quality assurance,” said Chris Blagg, Chief Operating Officer at Fuse 2.
The CallCabinet ecosystem provides a full-time voice and screen capturing solution to businesses around the world. Built in the cloud, this flexible technology ensures companies have everything they need to remain compliant in any industry. What’s more, with quality assurance features, it’s possible to consistently improve internal processes and boost efficiency.
With CallCabinet, business leaders can also gain the insights they need to enhance their customer experience strategies, by learning more about the customer journey and client expectations. Deep analysis of speech patterns, sentiment, and other characteristics offers behind-the-scenes views into new opportunities for company growth.
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