CONNECT 13 - Extending Your Solution: Value Beyond Voice Recording
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Transcript of CONNECT 13 - Extending Your Solution: Value Beyond Voice Recording
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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?
Thank you!
web | www.uptivity.comphone | 888.922.5526email | [email protected]