Multi-Channel Recording

More than ever before, customers have various ways to connect with their favorite brands. This is especially true in the Contact Center.

According to Dimension Data's 2016 Global Contact Centre Benchmarking Report, "within the next year, the majority of consumers will typically come to enjoy a choice of up to nine different contact channels when they engage with organizations."

Because of the increasing number of digital contact channels, Contact Center recording solutions have evolved along with customer preferences – multichannel recording is now a necessity.

Wilmac offers several solutions for Contact Centers that can record not only traditional voice calls, but also:

  • Chat
  • Video
  • Social Media
  • Email
  • Skype for Business
  • SMS

When these contact channels are recorded cohesively, opportunities for comprehensive Quality Monitoring, Workforce Management (WFM), Performance Management (PM), and forecasting can be optimized.

Tags: Contact Center Multichannel