This page scans fine.
Voice recording transactions and interactions with customers is part of call centre life. This can be driven by legal and client obligations as well as proving to be a significant training and customer service improvement tool.
The real advantage of the Ultra network-based system is that there is no hardware to be purchased, managed or maintained - and it is an inclusive service that be used to enhance existing centre technology.
And unlike hardware based systems - which are extremely expensive in the first place - a network-based solution means that calls can be recorded across all call centre sites simultaneously, even if the call is transferred from one site to another elsewhere.
Ultra’s Voice Recording includes powerful functionality for the call centre operational staff including multiple search criteria, automatic and manual options, retrieval in seconds, recording in two formats for resilience – and the best part is, Ultra’s Voice recording functionality is included as standard within the Ultra Complete Call Centre Solution package to record transactions for the centre.
Using the Ultra secure resilient servers, we provide network-based call audio and data recording, allowing managers to search, download and analyse information anywhere, anytime - in real-time and historical.
Ultra’s Voice recording includes full library listings of all calls, secure and password protected online access to the call recording and online storage facilities for clients. Long term call recording storage is also an available feature used by many clients to allow them quick, secure access to the call recording even years in the past.
Driven by legal or client obligations, many organisations are required to record transactions. Such organisations include: Telesales, Debt collection, Finance and Banking. As regulations and consumer demand increase, this requirement will become more necessary and as will the need to access call recordings quickly and efficiently.
The Ultra network voice recording solution is perfectly suited for this objective. It is used daily by many clients and contact centres to record transactions and archiving of call recording transactions to hard disk, CD, DVD or other media for legal record keeping or to use for customer care and management.
Features
- Secure and safe
- No need for a costly CPE at each site
- High quality for verifying and training
- Location independent solution
- Multi-site capacity
- Online retrieval in seconds
- Remote call monitoring ability by managers
Functions
- Automatic or Manual options available
- Remote access available for your end customers
- Recorded in two formats – complete resiliency
- Archive storage available for all your regulatory needs
- Multiple search criteria – name, date, CLI, agent etc.
- Library of all voice recordings held for ease of search
Benefits to Call Centre
- More efficient voice recording retrieval ability, saving cost and time
- Cost effective option especially for multiple or remote sites
- Evaluating and optimising the performance of your people, operations and technology
- Call centre monitoring available to help assist with agent calls
- Sharing voice recording service ability across the group
Benefits to Customer
- Creating a more positive customer experience
- Fostering knowledgeable, service-oriented customer agents
- Increased customer satisfaction and speedier complaint resolution
- Prevention of mis-selling or poor call handling problems
- Call monitoring ensures better quality of call handling maintained and therefore better customer service levels kept.
Key phrase (no times appears in content) – Google searches in last year – AdWords competition
Existing phrases (appear 3 or more times in text):
voice recording (9) - 14,800
call centre (6) – 165,000
call recording (5) – 8,100
network based (3) - 3,600
record transactions (3) - 720
ultra’s voice (3) - Not enough data
ultra’s voice recording (3) - Not enough data