Call Recording Featured Article

Not so long ago, if you wanted to reach out electronically to someone, you used a hard-wired, landline-based telephone, and hoped whomever you were calling actually answered the phone.

It’s generally agreed that we’re now living in a better, more enlightened time, where we have myriad options for connecting with someone whether for business or pleasure. Some might say we’ve swung too far. However, for those savvy enough to recognize the opportunity, the options available fit most any situation. The problem arises in trying to find staffers who can manage it all, and manage it well.

“The contact center industry has fundamentally changed as communications have gone digital: the number of voice interactions is on track to be supplanted by the total number of other interactions – such as email, web chat and social – by the end of 2016,” workforce management systems leader Coordinated Systems Inc. noted in a recent news post. “Many people may not think of Facebook (News - Alert) Messenger or WhatsApp as primary communication channels, but combined these two platforms have nearly two billion users. In the future these platforms may very well be how people prefer to communicate,” CSI (News - Alert) added.

Still, this creates a recording challenge for contact centers everywhere.

“Think of how little sense it makes to force (and train) users to use one software for calls, another for web chats, another for internal IMs, a separate desk phone for internal calling, and then something else for email or social media or video routing,” said Jeremy Puent, product manager for Clarity (News - Alert) Connect.  “This pulls agents in many directions – which makes them less effective at customer service.”

So to better serve customers, Clarity Connect recently integrated Facebook Messenger into its contact center product, which is native to Skype (News - Alert) for Business. As a result, businesses can now add Messenger as a new channel to connect with their customers and have confidence those messages are being intelligently routed, queued, recorded and managed with one integrated agent experience for better customer care.

Even better, because of CSI’s deep integration with Clarity Connect, customers can access these recordings from within Coordinated Systems’ Virtual Observer Workforce Optimization solution and evaluate the performance of the agents – how they handled the chat, was resolution achieved on first try, and more. “Virtual Observer can deliver e-learning materials to the agent based on where they may have scored poorly,” noted  Dan McGrail, VP of Product Management at CSI. “Agents can then log in to the Agent Portal and play back the event and see why they were scored the way they were.”

No matter how you look at it, these new technology options are sure to benefit businesses everywhere. And with top-shelf companies like Clarity Connect and Coordinated Systems working hand in hand, solutions – and customer satisfaction – are both just a click away.