Welcome to Nova IP Voice Recording
In today’s Call Centers and Contact Centers voice recording is a "must have". It ensures you and your callers protection, it reduces bad attitudes from both parties, and ensures proper and continuous product and skills training can be done.
Voice recording will help management determine skill levels, efficiencies and potential within the environment, as well as ensure standards are met and adhered to.
However the easy retrieval of recordings is imperative for a solution to be successful, and not only should a supervisor or manager have access to the recording but the agent for listening purposes.
Voice recordings may not be changed or deleted by anyone and can be stored in a number of different formats from vox, wave and even smaller files. Do keep in mind that as the file size reduces, so may the voice quality of the recording.
The Nova IP Voice recording solution records all calls from start of dial to disconnect and the files are systematically managed for save purposes, which can be linked to a dispostion result. All calls that result codes are different can be stored in alternative directories.
In addition to voice recording, Nova IP recording can include screen capture and recording either in real time or on a timed basis, thus allowing us to manage and check the data the agent is capturing, which could be imperative in the case of a spelling mistake.
Screen recording allows supervisors and managers to ensure that the agent is not taking longer than required to complete tasks after the communication with the client has finished.
The Nova Voice Recording allows you to :
Wave, Vox or GSM– You can choose the format in which to store your important voice files. Wave is the largest format , while GSM is the smallest. A small amount of voice degradation does occur, but is often unnoticed by the listener.
Record all calls including Internal calls– ensures that all your calls are recorded including all transferred calls, conference calls and internal calls.
Cradle to grave– Record all the conversation and not just the “important snippets” that the agent wants you to hear
Decide what you save– Depending on the disposition of the call, you may choose to delete the call or save it to a specific location for further review
Link your Voice Files– Link your voice files to your business transactions via a unique reference number and embed a file player within your in—house applications for easy file retrieval and quick understanding of a transaction.
Easy find– Search for the recording you need by making use of the numerous search criteria– including inbound, outbound, number dialed, agent, date,
Rearrange for easy search– Choose how you review the files, longest calls to shortest, or earliest time of day to latest,
Video Recording– Screen capture the agents screen in real time or take snap shots at an interval that meets your needs
Fast Forward– While listening to the voice files, fast forward, rewind, replay and zoom into the recording
Stand alone Retrieval– the retrieval application can be used as a stand alone tool for staff that are not part of the call center, but need to have access for quality purposes and agent assessment.
Home Agents- Make sure your home agents are also voice recorded on the same solution regardless of their location
Save and send- Choose a retrieved voice file and save it to a different location or else email it directly to a third party