Voice of the Customer Call Recording

Call recording is an invaluable tool for evaluating customer care performance, ensuring regulatory compliance, and to assist with training. VoltDelta’s call recording technology provides an easy to use and cost effective method for capturing the voice of the caller.

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  "Complete Span" Recording – Call recording services have been created as an inherent component of the overall VoltDelta hosting architecture. This enables an exceptionally cost effective and easy to implement recording environment. SIP-based support keeps track of each call as a single entity, including dialogs where calls are transferred from a voice recognition application to a remote agent.
• Reporting – A graphical user interface allows administrators to search for specific calls or call types. Playback maps call duration and agent hops on-screen allowing administrators to quickly navigate to and pinpoint specific points in any dialog. Call marks can be added to highlight specific portions of a call.
• CRM Integration– VoltDelta call recording is integrated to popular CRM packages such as salesforce.com and Microsoft Dynamics. Individual calls are easily associated with customer records for review or compliance analysis.
• WhisperTel – Agents can hear segments of a call recorded prior to transfer from a voice recognition application with WhisperTel. Tone of the caller as well as what the caller said assists in preparing the agent to answer with this cost effective customer care technique.
• Search & Share the Experience – Calls can be search on via a variety of parameters such as date and Time, Service, ANI/CL, DNIS/CPN, agent, agent team, etc. Recorded calls are easily shared as .wav files. Recordings can be posted to an internal web site for training purposes or selectively emailed to highlight a specific situation.  
• Selectivity – Recording can be configured for specific types of calls, or all calls during a specified timeframe