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Call recording is the procedure of capturing audio and screen activity connected with telephone call. With call recording, the conversation in between a customer and a representative is recorded so that it can be saved, recovered and examined, according to service needs. Furthermore, when combined with screen recording, call recording software application can record the sequence of screens the agent accessed, consisting of any data they got in.

Call recording is an important element of a contact center's quality management program, and may likewise be required for compliance purposes. When used for quality management, call recordings can be examined and evaluated by supervisors or quality analysts to identify if agents are following call circulations, constructing relationship, offering cross-sell items, managing the call, offering precise details, etc

In addition to representative assessments, call recordings can be evaluated to evaluate the rollout of new promotions, recognize call chauffeurs and experience patterns, determine refresher training subjects, and more. Because call recordings contain a direct goal record of the consumer experience, they are a rich source of details that can be used to improve operations and improve the level of service delivered.

Then, depending upon the industry or what data is being collected, there might be additional requirements that the contact center requires to comply with. For Also Found Here , contact centers that gather credit card details require to be certified with PCI requirements. This indicates, for example, that call centers can't record charge card security codes.

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When picking call recording software, contact centers need to search for an option that supports both their quality management and their compliance needs. How NICE can help GREAT CXone is the market leading contact center software application in usage by thousands of customers of all sizes worldwide to help them regularly provide exceptional consumer experiences.

CXone includes GREAT CXone Recording Pro, which offers safe, full-featured voice and screen recording for audio and digital channels to satisfy contact center compliance and quality needs. Comply with compliance guidelines with capabilities to fulfill GDPR, PCI and HIPPA requirements, including encryption, automated and on-demand masking, consent-based recording, substantial retention alternatives, and Key Management.

Contact center leaders can likewise quickly browse, recover, and display recordings through intuitive, unified search user interface.