Smiddle Recording

Comprehensive communication Recording solution.

Smiddle Recording is a robust software solution for capturing, storing, and analyzing customer calls, chats, and video interactions. With Smiddle Recording, you can monitor agent performance and analyze data to elevate customer service quality.

The necessity of recording conversations and the problem of data security

Why communication Recording matters

In today’s contact centers, recording conversations is essential and a powerful tool for quality control and process optimization. Recordings allow you to assess service quality, verify adherence to standards, and identify issues needing attention.

Moreover, recorded conversations help quickly resolve disputes, prevent reputational risks, and enhance the company's image.

Key Features of Smiddle Recording:

Advanced search capabilities

Smart search and filtering options by phone number, agent name, text tags, and more enable you to locate the exact recordings you need in seconds.

Accelerated playback

Optimize time spent reviewing calls: supervisors can efficiently review more recordings within the same time frame, reducing quality assessment costs.

Multi-language web interface

Customize the system interface in any preferred language, ensuring easy, user-friendly access for all staff.

Data security

A flexible access control system safeguards data and ensures recordings are accessible only to authorized personnel.

Recording storage options

Recordings are saved in a dedicated storage area in either MP3 or WAV formats. MP3 saves disk space, while WAV offers dual-track storage, preserving agent and customer voices on separate channels for easier analysis.

Speech recognition

An optional speech recognition module enables keyword searches and automated analysis. Our unique Ukrainian-Russian language model supports bilingual conversations, making this tool indispensable for multilingual contact centers.

Agent screen recording

Capture agents’ actions during customer interactions for a complete assessment of both call quality and system interaction. This module (Smiddle Screen Capture) also allows for customizable recording parameters.

API integration

Integrate Smiddle Recording seamlessly with other systems through our API, simplifying processes and enhancing usability.

Benefits of Smiddle Recording:

Time savings: Accelerated playback enables quick analysis of extensive recording volumes
Efficient space management: MP3 conversion optimizes disk space usage
Data security: Control access to recordings and protect sensitive customer information
Agent screen recording: Evaluate not only voice interactions but also agent actions for deeper analysis and team training
Process automation: Speech recognition automates many manual tasks, reducing staff workload
System integration: API compatibility facilitates data exchange between systems

Start experiencing the advantages today!

Smiddle Recording is a reliable solution designed to enhance customer service quality, improve agent performance, and optimize contact center processes. It’s a tool that empowers you to better understand customer needs, boost team efficiency, and increase profitability.

See for yourself how our product can elevate your contact center to new levels of efficiency!

Request a demo