connect 13 - extending your solution: value beyond voice recording
DESCRIPTION
Gain efficiencies from extended functionality Discover offers. This session explores the value of on-demand recording, screen capture and performance management, which provides near real-time performance data and a library of reporting widgets. If you need to quickly respond to orders or information requests for customers, team members and management, then this session explains how you can respond more efficiently to stakeholder requests.TRANSCRIPT
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Extending Your Solution: Value Beyond
Voice Recording
Gerald SinclairProduct Specialist
Jackson TremaineEnterprise Solutions Engineer
Session Overview
Gain efficiencies using extended Uptivity functionality. Learn about On-Demand Recording, Desktop Recording, Performance Management and a library of reporting widgets.
Three Solutions for Growing Companies
• On-Demand
• Desktop Recording
• Insight
On-Demand
• Enable agents to control call recording from their PCs
On-Demand - Features and Benefits
• Selective call recording – flexibility to match how calls are routed and call content
• Partial call recording – sales calls, insurance adjuster calls
• Call ‘blackouts’ for sensitive and confidential information
• Additional information for call recording records
On-Demand - Demo
• Deploy• Start the client• Start recording• Start blackout• Stop blackout• Stop recording• Update a call record
On-Demand - Questions and Answers
• What are use cases within your environment for which On-Demand can be used?
• What are your questions about On-Demand?
Desktop Recording
• Monitor and record agent’s desktop activities
Desktop Recording - Features and Benefits
• Comprehensive recording• Quality management – identify workflow inefficiencies• Training examples• Capture desktop-only interactions – chat and email• Live monitor for real-time training follow up• Live monitor agent activity when not on calls• Live monitor for current applications
Desktop Recording Demo
• Call playback with video• Live monitoring
Desktop Recording - Questions
• How can desktop recording help in your environment?
• What questions do you have about desktop recording?
Insight
• Billboards and desktops that display performance management information.
Insight - Performance Management
• Get the right informationTo the right people
In the right format
At the right time
Insight - Demo of Desktop Client
• Announcements• Agent’s recent QA performance• Group quality metrics
Questions?
