Better Understand Your Customers with Voice Call and Screen Recording
With West Cloud Call Recording software every customer interaction within your contact centre, including both voice and computer screen content, is transparently recorded and stored for as long as you need it. Because the solution is cloud-based, there's no capex, no long lead time, and no complex installation or hardware required.
Integrations with other business applications are a hallmark of our solution. Cloud Call Recording works seamlessly with West Cloud Contact Pro and plugs into all major CRM systems, including Microsoft Dynamics and Salesforce.com, enabling you to manage recordings from within the customer record without any complex system integration project. It also integrates with phone systems, including our own hosted VoIP PBX solution, with tight integration that delivers agent level indexing, call transfer tracking and more. With our open APIs, you can unlock the power of the data held in your customer interactions to drive the payment of staff commissions, update CRM records, improve processes and drive faster resolution of complaints.
We have Security and Compliance Covered for Each and Every Call
West Cloud Call Recording encrypts each call using your own digital certificates and only the agent, along with other users you authorise, can easily find and play back customer calls via our secure interface. Cloud Call Recording saves money on expensive annual audits without the need for IVR systems or difficult-to-manage “start / stop” recording solutions that put you at odds with regulatory legislation. With internet banking level security and dual resilient recording of each interaction, we ensure financial and credit card PCI Compliance with an optional module that you can simply bolt-on if needed.
Enhance Agent Performance through Real-time Reporting, Motivational Incentives and Coaching
Our real-time dashboards help you monitor service quality with recorded data across all media streams, giving you complete insight into the overall customer experience. Using our suite of coaching and scoring tools, you can rate customer interactions for compliance, quality and staff training purposes. You can even capture the voice of the customer with our multichannel customer feedback surveys. Tied to staff motivation and incentive programmes, West’s Cloud Call Recording system will help you reduce staff churn, increase first call closure and drive customer satisfaction.