Many companies (both inside and outside a Call Center environment) have a growing need to record transactions, especially in activities requiring law and regulatory compliance. This requirement is particularly relevant for financial services, utilities, healthcare, education, hospitality and public safety organizations.

Recording is required to record all voice and screens, monitor call center operators or get insight view. By incorporating speech analytics, text analytics, enterprise feedback management, and customer feedback survey functionality, for example, your contact center can gain insight into customer interactions and sentiments. This can help you make better, more strategic decisions that can impact costs, revenue, customer satisfaction, and competitive advantage.

Represented vendors:

Alcatel-Lucent Alcatel is a leading innovator in the field of networking and communications technology, products and services.
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NICE NICE is the leading provider of Insight from Interactions™ solutions and value-added services.
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