C4 IP Contact Recording and Quality Monitoring (CRQM)
Monitor agents voice calls and screen interactions to reduce risk, manage compliance and ensure customer satisfaction.
Recording customer interaction is the best way to understand the customer experience. Contact Centers and other organizations with high in-bound calls can optimize agent performance and increase customer satisfaction with the extended Contact Recording package that comes complete with Quality Monitoring. This powerful application enables you to reliably capture agents' voice calls and desktop screen movements, enabling you to see how they interact with customers across a variety of mediums.
As a hosted solution, Contact Recording and Quality Monitoring (CRQM) can be used anywhere-by in-house and remote employees alike-and the need for proprietary on-site recording equipment and additional bandwidth overhead is eliminated, positively impacting your bottom line.
The Quality Monitoring aspect of the CRQM solution provides video screen capture of agent workstation from start to finish-including wrap-up activity after the call has ended-giving you all the information you need to conduct thorough and objective reviews of agent performance. CRQM evaluation and replay capabilities make it exceptionally easy to review, measure and coach on the quality of those interactions.
C4 IP CRQM at a Glance
- Voice + Data recording
options enables you to capture voice and data interactions based on your business rules. - Concurrent recording
enables you to record up to 120 calls at a time. - Secure sharing
allows sharing of recordings throughout company to authorized recipients utilizing browser-based application. - Efficient call storage
enables you to store calls and easily retrieve them with easy-to-use archiving functions. - Encryption recording
in IP environments, ensuring that recorded calls sent across the network meet security requirements. - Automated evaluation forms and reports
ensure consistent performance reviews between agent groups and across contact centers.
Browser-based Quality Monitoring application enables you to evaluate agents to improve performance and increase customer satisfaction.
C4 IP Quality Monitoring Benefits
- Accurately gauge your agents’ performance
- Identify trends and opportunities for enhancement
- Streamline processes where needed
- Conduct uniform agent reviews with automated evaluation forms and reports
- Ensure consistent performance between agent groups and across locations
C4 IP CRQM Benefits
- Avoid Cost and Risk of Capital Investment.
There’s no expensive server to buy and no hefty software licensing fees. Both in-house and remote employees can leverage the powerful recording functionality without needing proprietary on-site recording equipment and additional bandwidth overhead. - No Infrastructure Required.
There’s no need to install servers or manage software updates. Cypress handles everything for you. - Improve Customer Satisfaction.
Easily share valuable customer information with every level of the organization by sending recorded calls to other departments to gain valuable customer insights that result in product, service, or process improvements. - Manage Risk and Compliance.
Record and securely store phone calls for regulatory compliance and the quick resolution of disputes.
