[ Recording ]

Call recording is a critical function within modern contact centres. Bank and emergency service centres are required to record calls by law. Others do so because they want to capture a mine of information that will help them better understand what customers are saying - and so improve service delivery, advisor training and 'customer experiences'.

The Macfarlane CallPlus Call Recording system is a highly flexible, open architecture, digital platform that serves a broad range of needs from the recording of a few calls for advisor training purposes, to the 100% recording of calls for key strategic reasons such as compliance, quality management and 'customer experience' analysis. 

It enables managers and supervisors to selectively record calls (based, for example, on DDI, CLI, Advisor and Advisor Group) and to monitor agent calls in 'Coach', 'Intrude', 'Listen', Takeover' or other modes.

For a specification of the CallPlus recording facility in PDF click here