Synchronized Screen Capture
Evolve IP’s screen capture with synchronized voice recording provides call center managers with the tools to easily and efficiently train and coach agents, assess the impact of process and procedure changes as well as provide confidence around compliance for industry standards, regulations and laws.
Maximizing the efficiencies of contact center agents is one of the most critical roles of a manager and with today’s variety of agent tools (e.g. CRM, Web-services, voice) it has become harder than ever to get a complete picture of how well an agent is working. Having synchronized screen capture playback, with both agent and customer audio recording, gives supervisors and managers a clear, 360-degree view of exactly what transpired during a customer interaction.