| When it comes to your contact center,
a picture can be worth a whole lot more than a thousand words. Having
a video record of the transactions that occur in your contact center
can have a measurable impact on your business. The benefits of deploying
screen monitoring and recording include:
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helping to pinpoint training gaps and identify
Agent training needs |
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keeping a record of critical transactions for legal/regulatory
compliance |
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identifying customer needs and expectations and gathering
business intelligence |
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measuring customer satisfaction by recording email and chat
communication |
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uncovering data entry errors made by agents |
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providing key insight that can impact the recruiting process
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discovering ineffective processes that can impact customer
service delivery |
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developing training and instructional materials/presentations
from recordings |
While many contact centers recognized these benefits,
in the past, screen recording technologies were plagued with quality
issues and poor network and system performance. These problems made
it impractical to implement screen recording across a mid to large
sized contact center and made it difficult to justify the investment
required to add screen recording to your quality monitoring platform.
Abra Recorder for Contact Centers is the next generation of screen
recording technologies and effectively changes everything you thought
you knew about screen recording in contact centers.
Unlike some competitive products, Abra is NOT a
simple remote-control application re-packaged to perform screen
recording. Instead, Abra is the first and only solution specifically
designed for the contact center environment. It contains several
features that truly enhance the quality monitoring experience and
help management better understand the interaction between agent
and customer.
Here are just some of the unique features:
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- An integrated Instant Messaging and collaboration client that
allows supervisors to effectively communicate with agents
that need assistance and push coaching content and help information
to the user.
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- A proprietary file format that automatically synchronizes
voice data (provided by your application) with screen data
in the same file. You no longer need a separate server to
handle voice and screen data and do NOT have to worry about
synchronizing the two data streams.
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- Export capability to Macromedia's Flash SWF format. Create voice
and screen recordings in a single compact file format, and instantly
publish your recordings to the world wide web.
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- A software development kit (SDK) that provides programmatic
access to our screen recording functionality. We even offer
a source code licensing option that means you will NEVER have
to pay any individual licensing fees ever.
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- Annotation tools for coaching purposes. Add notes, graphics,
or sounds to recordings to create presentations or agent training
materials.
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- Full control over compression levels and other recording options.
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Best of all, Abra offers the industry's best performance
meaning that you will get the best playback performance along with
the lowest CPU and network utilization of any screen recording technology.
SentryWorks can even provide development resources to help manage
and integrate our technology into your product offering.
For more information, please click on one of the
links below: |
