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.
Technological advances in the automated transcription of telephone conversations have brought increased attention to the issue of data protection and data sovereignty: What exactly happens to the telephone calls in text form and the personal content?
When it comes to call recording and transcription, employees and their representatives are often rightly critical and skeptical. Much of the concern can be addressed with our technologies for securely anonymizing your own employees. Here are a few examples:
GDPR-compliant data processing is also enormously important for callers and increases customer confidence in the company. Here are some examples of which personal customer data can be identified and anonymized directly in the recording or transcription process: