Technology is a vital element, perhaps the most vital, in creating an effective contact center. Without the right tools, your contact center could fall behind the competition easily. It’s a good idea to stay on the lookout for any new tech that can help you keep up with call volume and address your customer needs better.

With that in mind, we’ll be examining a particular piece of technology here: the Verint Media Recorder. Verint is a company that specializes in risk compliance, optimizing customer engagement, security and intelligence, and they work in 180 countries with over 10,000 organizations.

The Media Recorder is an advanced digital recording, archiving and evaluation system with the purpose of helping contact centers deliver better customer service and operate more efficiently. It has several key features and benefits that we’ll discuss below.

The Verint Media Recorder is capable of full-time and scheduled recording, and it can be programmed for specific criteria and on-demand situations.

The user interface is quick and easy to use, which allows you to rapidly pinpoint areas for customer-service improvement as well as reducing any potential liability and making dispute resolution easier to handle.

The recorder is flexible enough in terms of storage capacity that it can enable large databases of calls, text messages, emails and chat sessions to be retained for longer periods of time, making a massive amount of data available at your fingertips.

Speaking of flexibility, you can choose the best playback and recording methods for your call-center, tailoring the system to your specific objectives, whether you need more emphasis on monitoring, replay or archiving.

The configuration of the Recorder can also be manipulated or changed easily. Based on your needs, you can work with a single record/playback unit or multiple recording servers with ease.

You can tag a large range of pertinent factors in your recording and combine those factors, including the agent’s name, the caller’s number, the duration of the call, the time the call came in, and the date.

Your contact center can also use the recorder to tag specific interactions, attach any relevant comments to them and forward them to the correct members of the organization, which will make compliance issues easier to address and cut down response time dramatically.

As far as your employees’ ability to work with this technology, the Verint Media Recorder has some definite advantages in that area, as well. The Recorder allows customized-capture of data associated with a call and can incorporate user-defined triggers to stop, start and tag recordings.

That’s just a sample of the range of playback options available with the Verint Media Recorder. It can also allow simultaneous synchronized playback of captured interactions, allowing supervisors the ability to quickly search for recordings, access them and play them back via a desktop browser, helping them gain a better idea of what occurred at specific points in the call.

As far as archiving, the recorder offers some groundbreaking options there, as well. It provides storage options that include multiple redundant hard-drives, automatic virtual archiving and many support options.

There’s also state-of-the-art quality monitoring software, allowing supervisors to evaluate the performance of their agents, create new evaluation systems and access quality management reports, and all of these options are available from a desktop.

But that’s not all. The recordings in the Verint Media Recorder can be tagged with vital data about the transaction in question, with customer and account-identification information embedded for easy access during reply.

You even have the option to insert documents into the recording process and encrypt audio and screen date for security protection. Within the system, a supervisor can even redact sensitive data, so that the calls can be replayed for training or other purposes without giving away any customer or client information.

In short, the Verint Media Recorder is a secure, fast, reliable way to get vital data and improve employee efficiency at your contact center. It’s the cutting edge of media-recording technology. If you think Verint Media Recorder might be right for your business, contact us at KOVA today.