Never lose track of a customer conversation or contact
Recording phone conversations is a compliance requirement in some businesses – and a choice other businesses make to improve agent performance and customer satisfaction.
Whatever the situation, ipSCAPE manages your call recordings effectively and can also be set to save a link to the recording on the contact record within a CRM database.
Agents can be given the authority to pause the call recording while on the call if sensitive information is being captured or the customer requests the call not to be recorded. This authority is defined by the Administrators at a campaign/queue level.
ipSCAPE’s Voice Recording files are available via a secure web site within seconds of call completion.
All calls and identifying data are recorded in ipSCAPE as standard. Administrators can search for calls as soon as a call is wrapped via the Online Search tool using a number of search parameters such as Campaign (Queue), Agent and Agent ID, Caller Number, Wrap Code, Number Called and unique Call ID (Agent Interaction ID). If required, the recording function can be disabled in minutes at an organisation, campaign or agent level.
With ipSCAPE there’s no extra charge for call or contact recordings.
The secure voice recording can be linked to the customer's record in your CRM.
ipSCAPE will store your recordings for up to three months at no extra charge and then transfer the data to you.
As soon as your agent has wrapped a call the Supervisor or team leader can access the recording.
Our easy-to-use online search engine helps you find the right call recording quickly and easily.
Critical information such Campaign (Queue), Agent ID, Caller Number, Wrap Code, Number Called and unique Call ID are attached.
Ensure security levels with encrypted recordings.
Experienced agents can be authorised to pause and resume call recordings.