More than just a call, the majority of your call center’s interactions and follow-up actions start with a conversation. This is why it is critical to have access to these conversations when needed. Voice  recording and screen capture are the foundations of any well-structured compliance initiative, and complements quality monitoring programs.

Every recorded transaction gives you a glimpse of your customers’ opinion and agent performance, while ensuring compliance with any internal or external regulations, legislation or in-house scripts. This is what makes the call recording solution one of the most important elements in any call intake environment.

From a public safety department to your business’ order desk, no matter the size or the market of your organization, recording all calls, or even some of them, will definitively protect your contact center against any potential lawsuits.

A complete call recording solution such as the NovoLog Suite should be flexible and scalable, while sustaining cost-efficiency. In addition, it should include the following features:

• Instant playback of recordings
• Digital, IP and analog recording
• Recording of screen activity
• Solutions available in multilingual interfaces
• Open architecture for multi-site accessibility, multi-PBX environment
• Secure access