Consultancy in Interaction Recording & Analytics
We combine deep routed technical expertise with a wealth of experience in the areas of interaction capture and analytics. This allows us to offer unique advice and consultancy to our customers – whether from a strategic or compliance angle.
We take the time to understand your existing environments and your unique requirements to provide you with the best advice and solutions to deliver the results you need.
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Expert Advice and Guidance
With specialist knowledge of contact centre technologies and how to use them, we are perfectly positioned to advise you on every aspect of adopting an interaction recording and analytics solution. We can offer advice on:
- Product quality and accuracy
- Compliance and security
- Scalability and flexibility
- Search and retrieval capabilities
- Enhancing customer experience through omnichannel interactions
- How to use interaction analytics for valuable insights into customer journeys, preferences, and pain points
Consolidating Legacy Interactions
Our team can help you review how you are currently archiving and securing legacy recordings. We are able to advise you on how you can consolidate these onto a single unified platform to simplify search and replay, ensure compliance and unlock insights from analytics.
Operational Capture
& Analytics
No matter how complex your environment is, our team simplify what you are trying to achieve and demonstrate how to capture every component of every interaction.
- Enhance operational performance
- Boost compliance
- Align with best practices
Analysing Trends
& Insights
By understanding what’s important to your operation, we can advise you on how to unlock the wealth of data contained in each conversation.
- Identify trends
- Pinpoint root causes
- Generate actionable insights
Compliance Consultancy
When it comes to sensitive customer data, compliance is non-negotiable. Organisations must demonstrate that their technology solutions are up to the task – and we’re here to help.
Compliant Recording
For organisations that process card payments, we offer pause and resume functionality to ensure that sensitive information is not captured. We can also apply this ability to redact data in your legacy recordings in line with legislation.
Legacy Data Management
With our tools and process automation, we can access your legacy data and consolidate this onto a unified platform with a single ‘indexed’ pane of glass.
- This enables us to inspect each element in terms of compliance – redacting sensitive information, remediating toxic data and encrypting to maximise security.
- And, alongside efficient search and replay functionality, we can also mine and analyse this data for valuable insights.
OUR SERVICES:
- Legacy Recording Consolidation
- Multi-Channel Interaction Capture
- Real-Time Visibility & Insights
- Trend & Root Case Analysis
OUR SERVICES:
- Legacy Recording Consolidation
- Multi-Channel Interaction Capture
- Real-Time Visibility & Insights
- Trend & Root Case Analysis
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Fully Compliant Solutions
Not only can we advise you on how to stay compliant, but all our solutions are compliant with key regulatory requirements.
- PCI DSS
- GDPR
- MIFID II
- DODD-FRANK
- FCA CUSTOMER DUTY
Our Value
With a genuine understanding your goals and objectives, we can create a solution that delivers on 100% of your requirements.
Reduce Cost
We consolidate your legacy platforms and unify the way you capture and analyse interactions. We simplify the complex, reduce operational burden and minimise costs.
Minimise Risk
By empowering you with the right tools and applications, you have peace of mind that every interaction is conducted ethically and in a fully compliant manner.
Deliver Value
Through powerful insights, we enable you to continually drive operational efficiencies, better understand your customers, and quickly respond to change.
Let’s Talk
We’d be delighted to share how we can help you overcome your challenges – and how we’ve have helped other organisations like yours.
Simply complete the form and one of our team will reach out to you.
