Contact Center Recording

In addition to traditional Call Recording, modern recording solutions can capture data from a variety of sources:

  • Phone calls
  • Chats
  • IM
  • Emails
  • Video
  • Social media
  • Unified Communications (Skype for Business, Jabber)

Whether you are listening to a previously-recorded call or analyzing communication data across multiple channels, interactions between customers and agents can reveal insights about customer behaviors, feelings, beliefs, and needs, but only if the collected recordings and data are put to use.