The recording of telephone conversations between customer and contact center agent or service staff for quality assurance and training purposes is a long-standing and widespread practice. However, the requirements of companies and customer service units have evolved, as net-centric contact center solutions from the cloud are increasingly being used because the needs to
are constant challenges in Contact and Service Units.
CreaLog Contact Center Recording (CCR) offers the possibility not only to record conversations in a SaaS environment, but also to transcribe them AI-based. The transcribed content is then analyzed according to customer-specific criteria (Speech Analytics) to gain valuable insights.
With automated Speech Analytics you understand customer behavior better, recognize evolving new topics faster, improve sales, increase the efficiency of your contact center, and continuously and fairly evaluate and coach your employees.
To take full account of data protection for callers and employees, according to the European and German GDPR, CreaLog Contact Center Recording (CCR) can directly anonymize the telephone numbers, passphrases and names mentioned in the conversation during the recording. This specifically protects the privacy of customers and employees, because what is not recorded cannot be misused.
Team leaders, supervisors or colleagues will of course still recognize their fellow employees. However for training purposes, this is often unwanted. CreaLog CCR therefore offers the option of voice distortion to make individual employees impossible to recognize, but still follow the conversation with ease.