IP recording is coming into its own as a QA tool, with what users report are high quality and functionality. IP applications have lower costs and can more easily support value-added solutions. Their suppliers have also incorporated features that may not be present in older legacy TDM software, such as agent self-monitoring and screen capture. Going to an IP environment, whether conversion or new installs which has driven IP recording, has also allowed contact centers to benefit from these new tools.
While there have been in a few instances some bugs to be worked out with IP recording, which there is with any new technology, its features, benefits and the functionality, along with the strong support of the suppliers have outweighed them. Here is a just a few of the many successful experiences contact centers have had in employing IP recording solutions:
Stark Area Regional Transit Authority’s Multichannel Solution
Call recordings can capture more than just contact center customer service, support, and sales. They are extremely valuable tools to obtain, for further review and action, interactions with other departments and not just by phone either.
The Stark Area Regional Transit Authority (SARTA), which serves the Canton, Ohio area, offers an excellent example. SARTA has four small networked contact centers. Three handle customer service inquiries with one agent each per shift and are located at regional transit centers. The other books rides and provides customer care for SARTA’s ProLine paratransit service with three agents per shift, and is situated at the agency’s head office. There are two separate ACD queues for the general customer service and for ProLine.
SARTA records these calls as well as for the bus dispatch center, its head office, on a wireless conference call phone also used for recording meetings, and for radio transmissions between dispatchers and drivers. Calls and transmissions are…