Screen activity forms an integral part of the transaction management environment. Whether the agent’s screen interaction during a conversation needs to be captured as a mission-critical element or whether back-office processes need to be recorded to manage application and/or process adherence, screen recording completes the picture. Even in the absence of voice recording, the contact centre is able to monitor, record and improve agent performance. 

 

This accurate management of an agent’s activities yields many rewards: it ensures high quality service delivery for customers, productivity and employee satisfaction benefits for staff and overall efficiency for contact centre operations.

 

Apart from its advantages as a stand-alone product, screen recording complements voice recording, enabling business to access and review fully integrated and synchronised voice and screen events. This unique price-performance offering can also be combined with CTI, performance optimisation and speech analysis, regardless of the size of the enterprise.