Provides enhanced agent productivity and process improvement for inbound and outbound contact center environments, for applications ranging from tech support and billing inquiries to customer surveys and sales order entry. Ability to record all sessions, on demand or depending on criteria set up based on schedule, customer, agent, skill or even at random.
Access and review the recordings to gain insight into agents interaction and use them to train the agents. Use customized assessment forms depending on the applications and the scorecards to rate agents performance. Record, store, retrieve and evaluate every communication through various channels between the customers and the agents (Call, Email, Social Media, Chat).
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Does not store any sensitive information such as credit card numbers, bank account details, customer information. Role based permission ensures access is given on a need basis. Recordings and any sensitive information is stored encrypted and only authorized users are provided access.
Multiple TxRecord instance can load balance under any situation of failure, avoiding single point of failure. Distributed rule-based storage options also provide the administrator with unlimited flexibility. It is also capable of uninterrupted recording even if it loses connectivity to the database or file servers for a prolonged time. Its fault tolerant architecture also ensures reliable file transfer and storage. Specialized re-routing logic for seamless integration of multiple recording server devices.
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Draw statistical inference for recording data with call analytics.Auto processes the recording, looks for the pre-defined keywords and highlights every occurrence of the keyword. Ability to record the agent desktop screens in real-time enables the Contact center to meet the legal compliance requirements. The call recording and the screen recording will be synced and be made available for review.
SRTA (Sharjah Roads and Transport Authority) launched Sharjah taxi in the year 2008 with 270 taxis. Since its inception, the radio taxi service has expanded its operations and has a current fleet strength of 1500+ Taxis and caters to a varied customer base that include local emiratis, expats and tourists from all over the world.
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