Knowledge Capture - Voice Archive is specifically designed to meet the call recording needs of Call Centres.

KC – Voice Archive operates at both the agent workpoint to provide a unique level of control over transaction recording. This is achieved by allowing KC – Voice Archive recording commands to be automatically controlled by the desktop applications.

No longer do recordings have to include unimportant elements of the call. With Voice Archive, call recording can be turned on and off seamlessly ensuring that only vital information is stored. In addition, because KC – Voice Archive is integrated at the agent workpoint, the information associated with both the call and the recording (such as account number, call reason and call outcome) can be stored in the customer database. This will ensure that the exact location of a recording can be found quickly and efficiently.

KC – Voice Archive has a host of features that are designed to enhance Call Centre performance, for example post transaction decision-making is fully supported. This feature allows calls to be fully recorded locally and only when the call outcome is known is the decision to store or delete made. Furthermore, the recording remains available during the Wrap Up period allowing the agents, if necessary, to play back the conversation to ensure accuracy.

This remarkable level of control can be applied to outbound telemarketing and appointment-making, where all calls are recorded locally, but only those that result in appointments are retained. The recording along with the appointment details can then be E-mailed to the sales person, allowing them to listen first hand to the appointment qualification.

Benefits of the solution include:

	Full control of recording including, for example, by campaign, by agent, by call outcome, or by customer
	Record every conversation and only save when required, for example, allowing telesales to pass audio files by E-mail to sales staff when an appointment is made
	Allows agents to replay conversations if required during Wrap Up
	A comprehensive solution that can grow from a few agents to many hundreds
	Announcement to the Agent of a key campaign or a call from a key customer

For a more detailed product specification please click here.

Knowledge Capture Assessor

Knowledge Capture Assessor software adds reporting and assesment tools to your Knowledge Capture software. How can the Assessor benefit your organisation?

	Powerful tool for overall assessment of Call Centres performance
	Highlights strengths and weaknesses of Call Centre activity
	Accurate and fair tool for agent assessment
	Assists planning of training requirements
	Enables better channeling of resources
	Increased agent productivity
	Enhanced call effectiveness
	Increased customer satisfaction

For a more detailed product specification please click here.