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)