Trusted and proven reliable for over a decade, Call Catch INTERACT™ is the most intelligent, flexible call center recording and data interaction recording solution for call center quality assurance available today. Easily implemented and highly effective in virtually any environment, Call Catch can record your multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of locations. Record 100 percent of voice and data interactions in high-volume, single or multi-site environments of any size. You determine what to retain, for how long, and on which storage device by implementing flexible, intelligent business rules.
Benefit from centralized access and administration via secure Web-based interface – authorized users can quickly and easily access recorded interactions and associated data, and create, review and send reports. With Call Catch INTERACT™, you can automatically tag key business events and data to recorded interactions – extracted from employee screens via Call Catch Fact Finder™. The Call Catch INTERACT call center recording for quality assurance solution presents actionable information in a centralized, consolidated manner, from a secure Web-based interface that provides fast and accurate insights via powerful, dynamic reports and visualizations. Efficiently unify recording from any number of audio and data sources and multiple locations – TDM and VoIP telephony audio as a standard, while employee desktop screen recording, email and Web chat are optional.
The Call Catch call center recording for quality assurance solution has been designed to guard your data from unauthorized access with granular user and data security rules, comprehensive audit trails, and end-to-end and AES 256 encryption with key management. Every call within the Call Catch application is watermarked in real time to ensure authenticity. Call Catch’s optional PCI Compliance Pack restricts access to calls with sensitive information to ensure PCI Compliance. Satisfy customer data protection regulations – upgrade with one or more Compliance Capture Packs to limit access to sensitive information.
Call Catch’s robust call center recording solutions can be cost-effectively customized, scaled and adapted to meet the evolving demands of organizations of all kinds – from small and medium sized contact centers to global enterprises employing any combination of in-house and remote employees. Choose from a wide variety of robust, fault-tolerant configurations for uninterrupted performance and disaster recovery. The Call Catch INTERACT call recording for quality assurance solution leverages open architecture and is platform independent – it can reside securely behind your firewall and work in harmony with your network operations.
Call Catch’s open standards call center recording technology welcomes change and meets the associated challenges with many options for fast and cost-effective reconfigurations in order to satisfy changes in legislation, increased capacity, new geographic distribution of your employee teams, or changes between centralized and distributed operation. With open standards and service oriented architecture, Call Catch grants the flexibility to grow and evolve in order to adapt to your changing environment. The unified platform supports virtually any PBX – digital or analog, TDM or VoIP, individually or blended – with a unified interface and industry standard file formats. You can access your Call Catch systems directly or transparently via your other business or telephony applications – open APIs enable any level of customization and integration without the need for costly professional services.
Call Catch integrates seamlessly with the Call Catch call recording for quality assurance solution to enable you to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty. Call Catch INTERACT automatically selects and delivers an objective, random sampling of recorded interactions for quality assurance related to your business objectives directly to supervisor desktops for evaluation. Management can drive ongoing quality improvements and provide immediate, personalized feedback via employee desktop tickers and Web-based scorecards. Leveraging Call Catch FactFinder, Call Catch INTERACT™ uses advanced analytics of screen and unstructured data to intelligently select and deliver high-value recordings for evaluation, combining the objectivity of random selection with the tools to focus on the types of interactions that drive your revenue and customer satisfaction goals.
Call Catch INTERACT™ collects and consolidates real-time and historical performance information from multiple telephony and business systems, delivering critical key performance indicators (KPIs) in a timely and relevant manner for each user. With a powerful combination of real-time consolidated reporting, root cause performance analytics, and targeted coaching and messaging Call Catch INTERACT enables contact centers to drive continuous, proactive improvement – crucial for cost containment and profitability. Call Catch INTERACT Web-based reports allow you to conveniently access, analyze and drill through data to quickly identify the root cause of problems or successes and immediately change business direction based on actual customer responses and employee performance. As soon as the problem or success is determined, Call Catch INTERACT allows you to deliver the right information to the right person at the right time with employee desktop dashboards, tickers and scorecards.
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