Monitor, record and evaluate all employee-customer interactions with call recording, screen capture and real-time listening tools.
For contact centers and enterprises in industries that require legal and regulatory compliance, it's critical to record your transactions and interactions in order to demonstrate transparency. Alcatel-Lucent OmniPCX RECORD Suite is a web-based tool that does all that and more, enabling you to record, monitor and evaluate employee-customer interactions. This is particularly important in financial services, utilities, healthcare, education, hospitality and public safety organizations.
By integrating call recording and monitoring directly into your existing telephony infrastructure, the OmniPCX RECORD Suite provides a scalable, modular and affordable toolset. In addition, supervisors can review recorded calls with agents and use the integrated Quality Monitor module to assess agent performance.
Recording interactions minimizes disputes, while monitoring can accelerate customer issue resolution.
Supervisors can monitor calls silently in real time, then run focused coaching sessions with agents.
A very affordable solution which offers native integration with Alcatel-Lucent OmniPCX Enterprise for a lower TCO.