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Monday, October 16, 2017


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Announced this week, this suite now offers wide-ranging enhancements that enable organizations to interact with customers across many different channels. These enhancements include a consolidated platform for recording calls, texts, Skype audio, chat and video—in which real-time analytics are embedded to quickly find and evaluate interactions to improve compliance and enhance customer journeys.

Key features and qualities include:

  • Industry-leading single platform recording solution that transforms the ease and ownership costs with which organizations can capture interactions—from telephones, to video, to radio dispatch units, as well as face-to-face interactions on a tablet
  • Embedded omnichannel real-time search and evaluation, enabling organizations to seamlessly search and evaluate all interaction types (voice, text, social and video), shortening the time it takes to get the complete picture
  • Record, play and evaluate video-based interactions by displaying synchronized audio, video and screen playback, enabling users to view customer and employee video interactions side-by-side
  • Chat interaction access and evaluation, providing visibility into both customer and employee dialogue within chat interactions
  • Enhanced ability to share intelligence with data warehouses through easy to extract speech transcriptions
  • More open APIs that continue to expand access to data, such as the ability to replay captured interactions directly from CRM systems, easily tap into adherence data, trigger real-time events during recording, and import additional interaction media, including chat and email

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