Interaction Recording
Today, interactions take place over many different mediums, voice, video, email, web-chat, instant messaging, to name but a few. Liquid Voice uniquely enables you to capture every conversation across your organisation with the ability to capture and unify any media across virtually every vendor platform.
We combine many years of interaction recording experience with the capability to seamlessly integrate into your operational systems. This enables us to not only capture the words spoken, but also key data that is associated with the conversation such as transaction data, agent screen capture, geo-tags associated with radio or body-cams, and related customer data.
Voice, Video & Data Recording
The Liquid Voice recording platform is agnostic of the underlying media and vendor-specific communication platform. This means we are able to capture interactions across every platform you use and what is more, if these platforms change over time, we are able to take this in our stride
We enable you to have a unified platform across all of your channels of communication, and as such, break down the silos and create a single pane of glass onto every conversation. This allows contact centres to gain an end-to-end picture of the customers omni-channel experience, for public safety control rooms to reconstruct every element of an incident and for financial trading firms to create a full chronological log of every step of a trade.
A vital part of creating a unified repository of recordings, where you can quickly and effectively search for the interactions you require to replay, is accurately tagging each recording with meaningful data. We do this by integrating to your key systems, many of which we already have connectors for. This allows us to tag each interaction with key data about the customer, the agent or operator, and the transaction, trade or incident.
KEY FEATURES:
- Voice Recording
- Video Recording
- Screen Capture
- Text-Based Recording
- Interaction Tagging
KEY FEATURES:
- Voice Recording
- Video Recording
- Screen Capture
- Text-Based Recording
- Interaction Tagging
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The Benefits of Interaction Recording
There are significant benefits that can be gained by every type of organisation in recording interactions, and the more comprehensive the scope of recording, the greater the benefit.
Reduce Risk – by capturing every interaction and allowing them to be reviewed and analysed in order to ensure regulatory compliance and that best practice is consistently followed. With the ability to replay the complete picture of transactions, trades and incidents ensures that disputes can be resolved faster and accurately.
Ensure Quality – by utilising recordings to ascertain both quality of work and the experience delivered to customers and citizens. To leverage real examples of conversations to drive coaching and development of agents, traders and operators to continually improve quality.
Expedite Action – by analysing interactions immediately and through process automation, being able to instantly alert those people that need to address issues with compliance, process or customer satisfaction.
Improve Operational Performance – by being able to utilise recordings captured to push the key information directly to those who need it. Ensuring those dealing with public safety incidents have access to captured voice and video, compliance teams have real-time access to the information on trades and transactions and contact centre leadership not only see what is happing, but can drill down into the actual conversations.
Got a Specific Requirement You Want to Discuss?
We are more than happy to connect you with one of our team who can discuss your specific recording requirement.
We can share how we support a wide range of organisations spanning many sectors to record every interaction across multiple platforms and media.
Simply complete the form and one of our team will reach out to you.
