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Smiddle Recording

A modern software solution for recording and storing conversations
in the contact center.

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Smiddle Recording

smiddle recording Smiddle Recording

Record every conversation with your customers, monitor the work of operators and analyze all the information received to improve the quality of service!
The distribution of access rights will help ensure high data security.
 
The necessity of recording conversations and the problem of data security

The necessity of recording conversations and the problem of data security

Recording of conversations with customers in the contact center is a prime task on the way of increasing the efficiency of the agents, monitoring and improving the quality of service.

Without the analysis of conversation records, it is extremely difficult to get an idea of how well the agents work, how closely they follow the instructions and scripts of conversations, which employees need additional training, as well as about the degree of satisfaction of your customers. In addition, in the absence of records, difficulties arise when resolving disputable situations with clients, which can create serious troubles and a lot of unnecessary worries.

 
Наше рішення Smiddle Recording

Our solution Smiddle Recording

Smiddle Recording is a software product designed to meet the needs of the business and the problems faced by the business in the contact center. The product is a comprehensive, reliable, modern system for recording, listening to calls, managing records, archiving and receiving call statistics.

A convenient and intuitive system for filtering records by different criteria (agent name, subscriber number, text labels, etc.) will help you quickly find the records you need in the general list. Read more 

 

The function of accelerated listening of records of conversations will allow your supervisors to listen to a greater quantity of records during the same time. Possibility of saving records as mp3 files will save disk space on the server, and the ability to integrate with the API will allow you to listen to recorded calls directly from the interface of the third party systems. The optional localization feature allows you to customize the interface of the system using the language that will be more convenient for your use.

The use of conversation records will give you the opportunity to control and improve the quality of customer service, train new employees using exemplary calls for training purposes (best / worst practice), identify gaps in the training of agents, resolve controversial situations and find new ways to improve the work of a contact center. Flexible settings of access rights to records of conversations will help to secure the data of customers announced in the calls.

Speech Recognition module for recognition and translation of telephone conversations into text generates a text file in the form of a dialogue for its further use and processing. The ability to connect various recognition models expands the capabilities of the contact center, and the unique Ukrainian-Russian language model allows you to recognize and translate into text speech that uses two languages simultaneously.

Analyzing records of conversations, you can get a deeper understanding of the needs of your customers, which they voice in communication with managers, and analyze the effectiveness of advertising campaigns.

Functionality and features
provided by Smiddle Recording:

Speech Recognition
Speech Recognition
Automation using speech recognition and searching for recognized words allows the business to spend less effort on manual work and more on analysis. The unique Ukrainian-Russian language model allows you to recognize and translate into text speech that uses two languages simultaneously.
Multiple search parameters
Multiple search parameters
A convenient system for searching records allows you to find the data you need using various parameters. Search by certain options, filtering, listening is an incomplete list of available functions for working with recordings. Convenience of working with the system makes interaction with it easy and effective.
Accelerated listening
Accelerated listening
The ability to accelerate listening to recordings saves time on evaluating calls. In this way, your supervisors will be able to listen to more recorded calls at the same time.
Data storage
Data storage
All recordings of conversations and chats are copied to separate storage and compressed to mp3 format.
 
Multilingual web interface
Multilingual web interface
The system can be configured so that the web interface information will be displayed in any language required by the user (optional).
Security
Security
The system provides the ability to flexibly configure access rights to records for the protection and security of information.
Flexible access settings.
Flexible access settings.
Assigning user rights through roles. The ability to flexibly configure access rights.
API for integration with third-party systems.
API for integration with third-party systems.
The possibility of integration with other systems using API.
 

Advantages of Smiddle Recording:

  •  The introduction of a speech recognition system allows you to automate certain tasks for processing incoming calls
  •  Save time on processing recordings due to the ability to quickly listen to recordings and search by recognized word
  •  Efficient use of disk space by converting records from mp4 to mp3
  •  Control over access to records avoids unauthorized access to them
  •  Data archiving
  • Competitive licensing
  • Integration with third-party systems using the API
 
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The benefit you get from implementing the product

Introduction and using of the product will allow you to significantly improve the quality of service, increase the efficiency of operators, it is better to “hear” and understand your customers, reduce costs, and, accordingly, increase profits.

Assess the benefits of using Smiddle Recording for your business!

Contact us now or order a free product demo!

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