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West Cloud Call Recording

Cloud-based call recording software that provides contact centers amazing insight and analytics throughout the customer experience.

Better Understand Your Customers with Voice Call and Screen Recording

With West Cloud Call Recording software every customer interaction within your contact center, 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.

Voice Recording

Voice Recording 

Screen Recording

Screen Recording 


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 authorize, 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. 

PCI Compliant Call Recording

 


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 programs, West’s Cloud Call Recording system will help you reduce staff churn, increase first call closure and drive customer satisfaction.

 

Quality Monitor 

Customer Surveys

Customer Surveys 

従業員管理最適化のメリット

  • 安全な音声とスクリーンレコーディングによるエージェントのパフォーマンス監視
  • 報告機能とダッシュボードの分析により実行可能なデータを提供
  • 品質モニタリングツールにより、企業はベンチマーク基準を達成し、それを上回ることが可能に
  • 顧客アンケートでとらえた客観的なインサイトをサービスに反映

Use Cases

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