Syntellect, a provider of contact center management solutions, announced today the release of Syntellect Call Recorder, which is fully integrated with its award-winning Syntellect Customer Interaction Management (CIM) solution.
Call Recorder is scalable to meet the needs of the enterprise and the small to midsize business markets, and the release and integration of Call Recorder enables Syntellect CIM users to:
record calls and screens for training, quality monitoring, sales resolution, dispute verification and compliance;
configure the recording process based on their contact center rules;
identify workflow issues to increase First Call Resolution (FCR) and to improve call handling times;
customize Web-based score-cards and evaluation forms for training; and
review recorded calls directly within iVault, providing quick and easy access to the entire customer interaction history.
“In a time when reducing costs and increasing productivity are essential functions for contact center managers, Call Recorder for Syntellect CIM provides tremendous value,” commented J.R. Sloan, vice president of product management and marketing at Syntellect. “From the ability to identify workflow issues to quality monitoring and compliance recording, Call Recorder helps provide the vital information that leads to better management decisions.”
About Syntellect
At Syntellect, we help our customers create, maintain and continuously improve superior end-to-end service for their customers—personalized service that values their preferences from the way they contact a business to the level of help desired. We measure our success by our ability to implement and continuously support solutions for our customers. With two decades of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class contact center solutions for the utilities, financial services, government, high-technology, help desk, consumer products, and healthcare industries.
Syntellect is headquartered in Phoenix, with additional offices in North America and the United Kingdom. For more information about Syntellect, Inc. visit www.syntellect.com.