CALL CENTER/QUALITY
      ASSURANCE RECORDING

Cacti Call Center Recording

Why Record?
Voice Over IP (VoIP) Trends.
Cacti's VoIP Recording Solution.
Reap the Benefits of Cacti's Call Monitoring Solution.
Remote Access.
Analytical Reporting.
E-Learning and Coaching - Quality In.Quality Out.


Cacti is an enterprise solution that can collect and present real time and historical performance information to agents, managers and executives within the call center environment.

Why Record?

Liability management, quality assurance, regulatory requirements, and security issues are among the many reasons organizations are opting to record on a full-time or part-time basis.

If you are recording for compliance and liability purposes, failure to record could have serious consequences, in which case it is imperative to understand your options and choose wisely.

Organizations have come to realize that quality of the Call Center can't be differentiated and managed separately from that of the rest of the organization. It is imperative for the Call Center to comply with performance objectives derived from the organization's business objectives. Centers are positioning their organization with the latest quality management applications that tie performance of the Call Center to the overall business objectives and issues.

Today's Call Centers need to deliver real-time business information that trigger real-time actions and events in the Call Center or anywhere within the organization.

Voice Over IP (VoIP) Trends

Across corporations and organizations are recognizing the reality of VoIP as the next generation of telephony technology. Recent surveys have found that organizations of every size and nature are either investigating or implementing VoIP technology. The recording of voice and screen interactions has also become a standard procedure for many organizations, large and small.

VoIP telephony is now viable and relatively straightforward to implement. However, VoIP recording is a little more challenging - one size fits all doesn't work. The right solution for your specific needs can only be determined examining your operational structure, your IT environment, your reason for recording, call volume and the reason for recording.

Cacti's VoIP Recording Solution

Cacti's software solutions are compatible and integrate with industry leading VoIP Telephone platforms, Nortel Networks, Cisco, Ayaya, Siemens and others. VoIP ensures that you are able to effectively leverage VoIP call recording solutions to capture, evaluate, analyze and improve multimedia interactions over converging networks supporting transition from PBX systems to the new VoIP telephony-based solutions.

Reap the Benefits of Cacti's Call Monitoring Solution

Cacti's applications provide valuable insights into customer service and agent effectiveness. Cacti's offers the ability to playback multimedia interactions recorded to easily discover and evaluate common mistakes, resolve problems, and create new solutions.

Cacti's solutions enable virtually every division of the enterprise to benefit from the vast store of valuable information gathered by front-line call center. For example, marketing departments can now gain extensive real-time marketplace feedback on specific campaigns, the performance of individual products, and customers' attitudes towards competitor's brands. From the supervisor to the boardroom level, both real-time and historical reports formulated from intelligence gathered from the call center can assist in strategic decision-making - from organizational positioning to tactical decisions, like resource allocation.

Cacti's Recording and Live Monitoring of agents and the ability to provide instant feedback, provides the supervisor an easy way to improve skills for agents. When supervisors can review everything pertaining to an interaction at once - recording of audio (analog, digital, Voice over IP) data input, email, keystrokes, screen captures and web interaction allows the supervisor to provide instant feedback... The result: agents who can deliver consistent, quality service every time they interact with a customer. With a team of knowledgeable, skilled agents, you can improve your customers' experience by maximizing every customer interaction to increase sales, reduce customer churn and met your organization's business objectives.

Selective recording saves disk space, but leads to skewed perception of call center performance that could result in poor customer service and poor strategic decision-making. Implementing Cacti's applications provides improved quality control, enhanced dispute management, and a true representation of customer/agent interaction. With Cacti software you can record 100% of your interactions and decide which ones you want to retain and how long.

Remote Access

No matter where you are physically located you will have the freedom to access recorded customer/agent interaction, run agent reports and perform evaluations. Distance is no object with Cacti solutions.

Analytical Reporting

Cacti's reporting package enables supervisors and managers to immediately address issues they discover when reviewing recorded interactions. Reports can be scheduled to run and delivered to management on designated days and time. Create and give your clients access to call reports to verify your call center's performance.

All sectors of the organization can utilize Cacti's reporting solutions to quickly and easily locate, access and leverage relevant data - from Compliance and Liability, Management, Human Resources, Payroll, Sales, Marketing etc.

E-Learning and Coaching - Quality In-Quality Out

There are key factors driving the need for agent learning, training and management feedback. Call Center agents are expected to acquire and maintain a broader skill level than ever before. Managers are required to match and measure skills required to ensure quality customer service levels and organizational objectives are met. Time to deliver training is usually very tight and classroom training is not always an option or even feasible. Employee retention is very critical as organizations and companies try to improve the overall customer satisfaction and reduce cost.

Cacti's E-Learning along with built-in Live Monitoring enables supervisors and managers to easily create, store, and track agent's training needs, improvements and accomplishments.

With E-Learning, supervisors can provide flexible, one-on-one coaching every day, without interrupting productivity. With the click of a mouse, supervisors can quickly send the completed evaluation, recording and feedback to the agent at the best time. You can choose immediate delivery for urgent information, or send training based on pre-selected business rules. This flexibility lets you boost performance without impacting your service level goals.

With personalized E-Learning, Coaching, agents become highly effective, motivated and long-standing employees. Coaching is a continual process of evaluating agent behavior, then improving the behavior through individual training and motivation. The result: agents who can deliver consistent, quality service every time they interact with a customer.

Top