Also known as “voice documentation,” call logging and recording is a business tool meant to help improve customer service quality and serves as a record keeping tool for voice.  Heavily used in contact center applications, voice documentation allows managers and supervisors to evaluate individual agent performance to assist in areas needing improvement and as a powerful training tool.

 

Call Recording & Quality Management

Unlock the full potential of your customer experience with valuable insights into every interaction

MiVoice Call Recording & Quality Management enables your organization to quickly capture, archive, organize, playback and share voice documentation for valuable insight into customer interactions. With a complete suite of quality assurance, evaluation and e-learning tools, you’re empowered to instantaneously review call handling performance to ensure adherence to best practices and uncover coaching opportunities.

Working for a highly scrutinized organization? Unlock the benefits of call recording using MiVoice Call Recording’s powerful voice documentation security and privacy features—including segmented recording access, encrypted media streaming, centralized file delivery and automated data lifecycle management.

Here are just a few of the compliance regulations that may apply to your organization:

  • Payment Card Industry Data Security Standard (PCI-DSS)
  • The Sarbanes-Oxley Act (SOX)
  • Financial Services Authority
  • Fair Debt Collection Practices Act (FDCPA)
  • Health Insurance Portability and Accountability Act (HIPAA)
  • Do-Not-Call Implementation Act & Telemarketing Sales Rule

Deliver your customer experience with confidence in your customers’ security.

Featured Benefits

  • Improve customer experience through employee and customer evaluations to increase service levels and KPIs
  • Quickly access recordings to resolve customer disputes, optimize best practices and ensure governance
  • Gain customer trust and loyalty by protecting their most sensitive information and mitigate regulatory fines

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