Call and Screen Recording
Get the insights and accountability your contact center needs with encrypted voice and screen recording
A complete picture of every customer interaction
Call and screen recording for audio and digital channels. Identify key areas for improvement and ensure compliance with a flexible inbound and outbound call and screen recording solution in the cloud. Make it easy for supervisors to monitor live calls and listen to end-to-end recordings and get a clear view into how your agents interact with customers. Give your business the right tools to deliver the best customer interactions and optimise your agent performance.
Voice and screen recording, better together
Synchronized playback of voice and screen recordings provides the context to holistically evaluate customer interactions, ensure compliance, and provide detailed feedback to improve agent performance.
Manage recordings your way
Maintain compliance with complete control of your recording and storage preferences. Pause and resume live recordings, customize recording and retention settings, and store calls for as long as you need them, on your cloud.
Identify areas of improvement
Take advantage of visualized waveform playback to easily identify key areas of recordings to review like cross talk or silence. Leverage Topaz Speech Analytics to analyse recordings based on topics, keywords, customer sentiment, and more.
Seamlessly integrated with Quality Management.
With Topaz Quality Management you can review recordings, fill out scorecards, and add time-stamped notes for agents to review. All from a single, intuitive user interface.