CXM Recording and Quality Monitoring

CXM Recording and Quality Monitoring offers a comprehensive suite of features designed to enhance call recording and quality monitoring for contact centers and businesses. The platform includes call and screen recording capabilities, allowing for synchronized audio and video playback of inbound and outbound calls to comprehensively review staff performance and customer interactions. It supports advanced search features, drag-and-drop functionality, and a unified home page for both main user and agent portals. The software is highly customizable, with options for performance evaluation, coaching, e-learning, and compliance with PCI/HIPAA regulations. Additionally, CXM v6 introduces enhanced user interfaces, secured streaming services, advanced dashboard and reporting capabilities, and support for IoT devices. The platform also incorporates Speech Analytics Sampling Management to control the volume of call hours exported to speech analytics platforms, optimizing departmental costs and ensuring proper distribution of call allotments.