SMILE.CX INTERACTIONS
CX Voice recording & transcription
Record, transcribe, and ensure compliance effortlessly.
Introducing CX Voice Recording & Transcription, a software product developed by Covisian. This tool enables to record and transcribe conversations within a call center. Optional anonymization and privacy services ensure compliance with all required company regulations.
Recording conversations in a call center, in compliance with local laws and regulations, serves various purposes: retaining conversations for potential disputes, analyzing them to enhance service quality, and facilitating operator training, particularly for new hires.
The product records and transcribes conversation recordings through a process activated on agents' PCs, independently of the CTI platform used. Conversations can be recorded by selecting quality levels and relative storage occupancy. If requested, recordings can be anonymized and undergo a voice morphing process to ensure agents' anonymity. The related files are then stored for subsequent processes such as quality monitoring or for more sophisticated conversation analysis.
Product benefits
Platform independence
Our service is implemented without relying on the existing CTI or telephone platform, ensuring complete independence and compatibility across systems.
Quality monitoring and compliance
This service enables the measurement of service quality and ensures compliance with regulatory requirements, adhering to current regulations.
Basis for qualitative analysis
Recordings serve as the foundation for subsequent sophisticated analyses such as Sentiment Analysis or Script Adherence.
Key Features
Flexibility to select recording size and quality
Retention of records in line with current regulations
Retention of records for legal purposes
Functional specifications
CX Voice Recording & Transcription is an addon of CX Interactions, a cloud-based software accessed via any web browser, eliminating the need for PC installation. Enjoy the same intuitive user interface as the entire Covisian product suite, ensuring seamless navigation and user experience.