Discover the root causes behind your wins and your challenges with Interaction Recording by ChorusCX. Capture voice recordings and screen recordings side by side to identify opportunities for additional training, process improvement, and contact center optimization.
Improve customer service, reduce risk and liability, settle disputes, verify customer orders, and gain key insights, all while maintaining compliance. If you already have an audio recording solution in place, add more value with Desktop Recording.
ChorusCX’s security features let you:
Watching how an agent navigates a screen, completes a task, or switches between applications can reveal more than a call recording alone ever could.
Have you ever listened to an interaction and something didn’t seem right, but you couldn’t quite put your finger on it? You need to see what’s happening on the desktop to get the full story. Evaluating a recorded interaction becomes far more effective when you can listen to the conversation and simultaneously watch how the agent navigated applications, searched for answers, and entered data.
Give agents the flexibility to control what and when they record.
Already recording audio through another platform, such as RingCentral or Avaya Cloud Office? Add ChorusCX Desktop Recording to capture the agent’s desktop activity alongside it.
Increase efficiency with the data collected from call metadata and desktop analytics.
Listen to specific calls that meet criteria you define, such as calls that run exceptionally long, calls handled by less experienced agents, or calls between specific teams and customers.
Live Monitor is currently available on-premise only.
To satisfy PCI-DSS and HIPAA requirements, ChorusCX gives you the tools to encrypt recordings or pause recording for specific portions of a conversation based on your predetermined criteria, so confidential personal and financial information stays protected from unauthorized users.
Manage individual and group privileges through user IDs and strong passwords issued by Microsoft Active Directory.
Secure communications with the server protect recordings during transmission.
Capture all administrative and user activity within the system, including which recordings have been accessed or modified.
256-bit AES encryption protects sensitive data as part of the original audio and video files, helping enterprises in every industry meet their compliance requirements.
A rules-based engine that pauses and resumes recording based on full or partial URLs, eliminating the custom programming otherwise needed to integrate desktop application actions with the recording process.
Schedule a demo with ChorusCX and see how Interaction Recording can strengthen compliance, resolve disputes faster, and give you a complete view of every customer interaction. Pair it with Conversation Analytics to turn every recording into a searchable, scoreable source of insight.
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