TECHCOM Call Capture
Call auditing, coaching and quality assurance made easy!
TECHCOM Call Capture is for organizations looking to efficiently and effectively capture and manage voice log recordings within an existing TECHCOM platform. With a direct link to the voice log recording from within the TECHCOM platform, your organization will realize key benefits when coaching your team, managing customer relationships (including complaint handling) and completing audit, compliance and/or quality assurance reviews.
360⁰ View of the Customer Relationship
- Easy access to a complete view of the customer since call recordings can be accessed at the customer level thereby ensuring the agent servicing a particular account has full visibility into the customer relationship and status.
Improve the End User Experience
- Intuitive and easy-to-use GUI interface, including the ability to quickly locate and access call recordings across the TECHCOM solution in real time.
- Easy access to call recordings at the agent level so as to review and coach your team to enhanced performance.
- Simplified technical process to prevent users from inadvertently contacting customers without being recorded.
- Notification to the user when TECHCOM Call Capture has started to record.
- Maximized sound recording and call playback.
Security, Audit Trails and Storage
Secure repository designed to provide organizations with comprehensive security and audit controls protecting sensitive customer information, including:
- Grant and revoke individual access to voice recording functionality.
- Robust audit trails so you know what happened and when, including user name, date and time stamp details.
- Unified rules driven platform for managing regulatory and compliance details.
- Secure file creation, transmission and downloading (including error files).
- Optimize call recording management securely through TECHCOM LAND-NET, one of the largest secure non-internet private networks that connects our clients and partners across Canada.
- Integration of error files with TECHCOM monitoring and alerts.
- All calls are tracked so calls can easily be searched, accessed and reviewed for complaint handling, agent coaching, and audit.
- No need to store call recordings (which may contain sensitive customer data) on tape back-ups therefore eliminating on/offsite storage costs since call recordings are stored within the TECHCOM solution.
- Ability to configure the TECHCOM solution to store call recordings as long as you need and per your retention and data destruction policy.
Scalable, Available and Integrated
- Designed to support virtually any organizational structure and its scalable architecture accommodates even the largest call volumes.
- Our hosted solution ensures your team has access when and how they need it…secure, compliant, uninterrupted, 24-7-365 monitored, and DR-BC ready.
- Can be integrated into any TECHCOM industry leading solution.