Adapt

Interaction Recorder^®

Pre-integrated to the Customer Interaction Center ® from Interactive Intelligence, Interaction Recorder provides complete quality assessment control in one environment for recording and archiving phone calls as well as e-mails, faxes, Web-Chat and Workflow. More than just recording, however, Interaction Recorder’s innovative scoring features simplified quality assessment processes, while out-of-the-box reports facilitate measuring team and individual scoring results, and intuitive categorization and retrieval features ease recording file management.

In short, Interaction Recorder helps improve customer service standards, optimize performance, ensure governance compliance, validate sales orders and resolve discrepancies —; upgrading virtually every aspect of the interaction process between your business and its customers.

Recording Selection interface.

Choose specific interactions for automatic recording and establish recording rules based on business requirements. The Recording Selection interface is a component of CIC’s inherent Interaction Administrator® configuration interface.

Recording files categorization.

Also categorize recording files in Interaction Administrator to speed file searches and retrieval, and apply security rules to limit access to authorized users only.

Scoring questionnaires and grading schemes.

Create questionnaires with an easy-to-use wizard, and link scorecards with a recorded interaction to score the interaction’s content. View any questionnaire in Interaction Recorder’s Recording Details window.

Interaction Screen Recorder.

Capture the screen activity of agents handling all media types. The Screen Recorder add-on also provides the synchronized playback of audio and workstation activity for complete quality level monitoring.

Reporting.

View reports of agent scores in the Interaction Client® desktop communications manager interface in CIC, and create reports based on data gathered in questionnaires.

Interaction Supervisor.

Monitor Interaction Recorder and CIC system performance simultaneously in real-time Configure the Interaction Supervisor application to send alerts when specific Interaction Recorder performance levels are met.

Interaction Optimizer^™

Use Interaction Recorder’s recording, screen recording and scoring in conjunction with the Interaction Optimizer™ workforce management application to enhance training, agent effectiveness, and service levels.

Key benefits

A non-blocking architecture and unparalleled features make Interaction Recorder a truly unique solution for recording and quality assurance. So do its Business 101 benefits.

Faster return on investment by minimizing Interaction Recorder deployment and operations costs through pre-integration with CIC.

Improved service quality and user productivity with one seamless environment in which contact center agents, supervisors and business users alike can record and score phone calls as well as e-mails, faxes and Web chats. In customer-centric organizations around the world, Interaction Recorder has a proven history of enhancing team-wide Key Performance Indicators when combined with quality optimization business practices.

A lower total cost of ownership via simplified configuration for Interaction Recorder and CIC in the same administrative interface. Recorder’s non-blocking architecture also eliminates duplicate trunking requirements to keep costs low, as does cost-effective digital storage and archiving for your recording files.