Smiddle RecordingRecord 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.
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.
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.
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!
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