Call Recording
Call recording from Fire is FCA and PCI-DSS compliant. Whether through regulation or business desire, recording of telephone calls can be an extremely effective business tool. Benefits include staff training, dispute resolution and quality assurance.
However, only a fully integrated call recording system gives you the information about the call matched to the voice recording itself. Without this, searching for a specific recording from months ago can be near impossible.
Fire Captures Everything
Fire captures everything; Date, Time, DDI, CLI, Account number, IVR options chosen, Queue information and crucially all users who handled the call. This then allows for the most sophisticated retrieval of recordings available on the market today.
AI Transcription
AI transcription uses speech recognition algorithms to analyse voice data, recognise speech patterns, and transcribe the audio into text.
This reduces the time and effort required for transcription, and can improve accuracy by understanding context and nuances. It can also be used to transcribe in real-time, enabling live call analytics that can enhance agent productivity with real-time guidance.
Automatic Evaluation
The Fire platform uses AI and machine learning to assess interactions, such as calls and chats. This process can help improve customer experience and agent performance by providing actionable feedback and identifying areas for improvement. It’s more accurate than traditional methods, which are often based on a small number of sample of calls. This results in more relevant and accurate feedback to agents, all in real-time, helping them to improve their skills.
Automatic evaluation can also help identify customer sentiment.
Scheduling Recordings
From a web based interface you can schedule recordings. They can be scheduled using all telephony parameters, i.e. DDI, CLI, and Queue.
They can also be scheduled using dates and times. We can also schedule to capture a percentage of certain calls. Scheduling can be as random or specific as you desire.
Features
Evaluation Scoring
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Detailed web based evaluation forms provide supervisors with the ability to score the recordings on a wide range of criteria. Users can then be appraised on their history of evaluations. Custom forms can be added or removed as desired.
Presentation of Recordings
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Recordings can be played via desktop speakers and listened to on the telephone headset. They can also be e-mailed to people, both automatically and manually.
Archiving
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Recordings can be archived to DVD or any other media storage. They can also be automatically deleted after a time period, say 6 months.
Internal Recording
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All internal calls can be recorded which is very useful for staff review processes.
Emergency Recordings
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Emergency Recordings can be setup so a user can trigger the system to start recording a call. This helps if an abusive call occurs. The same trigger can also alert managers that this is happening.
Scheduling Recordings
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Make best use of your resources and save money by scheduling only those recordings you need. Recording 90% of calls can cost only half as much as 100% - that extra peak capacity being hardly ever used.
Examples of use
Agent Training
A busy contact centre capturing best-practice recordings from experienced agents for training of new staff.
Live Call Analytics
Enables a Contact Centre to analyse an inexperienced Agent’s handling of a challenging call – whilst giving real-time guidance.
Compliance
A utility company can comply with regulations by recording all calls.
Compliance
A legal firm recording all telephone conversations for FSA compliance.
Call Capturing
A university capturing internal calls.
Emergency Recording
Users initiating emergency recording for abusive or controversial callers.