Customer Interaction Recording

Full-Time, Compliance or IP?

There is a broad range of recording products out there but which solution is right for you?

Customer interaction recording is one of the more commonly used applications within the contact centre environment. There are a variety of vendors out there, including CCT partners Verint and NICE Systems, who have a plethora of solutions - from entry level, voice-recording platforms to larger, complex customer interaction recording systems.

In this section, CCT will try to help you understand the various solutions and the benefits they can bring:

Full -Time Recording

Solutions that provide full-time contact centre recording to help larger contact centres increase operational effectiveness, reduce liability, ensure compliance with regulations and guidelines, and improve the customer experience. Flexible and easy to use, these solutions can be implemented in traditional TDM, IP or mixed telephony environments.

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IP Recording

Increasingly, many call centres and multimedia contact centres are implementing Internet Protocol (IP) telephony systems to help reduce the cost, complexity, and administrative overheads associated with antiquated phone systems.

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PCI Compliance and Recording Encryption

To help users achieve compliance with Payment Card Industry (PCI) data security standards, these solutions provide a rich set of security enhancements to protect recorded data.

A rich set of security enhancements protects the recorded data that may contain customers’ payment card information and authentication parameters used by applications within the recording system.