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Screen Recording for UniVoIP’s Omni-Channel Contact Center

Gold Stevie Award Winner 2018, Click to Enter The 2019 American Business Awards

Company: UniVoIP Inc., El Segundo, CA
Company Description: UniVoIP is a pioneering leader in Hosted VoIP and UCaaS (Unified Communications as a Service) solutions, with over 40 years of experience. UniVoIP offers enterprises integrated business communication platforms, multimedia contact center functionality, cloud-based collaborative tools, mobility applications, and a world renowned suite of advanced IP phones including mobile integration.
Nomination Category: New Product & Service Categories
Nomination Sub Category: Telecommunications - Product

Nomination Title: Screen Recording for UniVoIP’s Omni-Channel Contact Center

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date.

UniVoIP’s mission is to improve the lives of people and companies of all industries through digital transformation and technology leadership that breaks down the barriers hindering enterprises from achieving true technological advancement that promotes success. With a vision to be the world’s leader in cloud technology by leveraging artificial intelligence through robust communication and collaboration solutions, UniVoIP’s passion resides in empowering enterprises to boost customer experience to gain a competitive advantage.

Founded on the principle that revenue generating opportunities drive digital transformation for most enterprises, Screen Recording powered by UniVoIP’s Cloud-Based Omni-Channel Contact Center Solution, is a new companion product that enables contact center users to achieve an optimial quality of service (QoS) through enriching customer experience with the multimodal channels available to them.

FUNCTIONALITY

With UniVoIP’s Omni-Channel Contact Center, agents leverage a plethora of customer-facing applications including business intelligence, collaboration, mobility and analytical tools.With the use of powerful Screen Recording technology, supervisors are able to view the entire customer-agent interaction by simply syncing screen recording and call recording capabilities.

At the most basic level, the Screen Recording productrecords an agent’s desktop screen activity simultaneously as the audio of their phone call is recorded. The client application runs on the agent’s PC whose screen is being recorded, and can be set up so that monitoring is transparently done. The screen activity is then saved as a screen recording file and stored with the matching audio recording from the same customer interaction. Upon review, the contact center supervisor has access to the synchronized audio and screen recording playback for a full picture of all actions made to satisfy the customer’s needs.

QUALITY ASSURANCE

This new customer interaction intelligence productis a turning point in quality improvement as supervisors are now able to discover more completely the areas to improve agent efficiency both on the phone and while leveraging the advanced tools and resources provided to them. Screen Recording allows supervisors to monitor while listening in on a live call and/or watch recordings of customer-agent interactions in order to evaluate, train, identify bottlnecks/challenges and work on improving agent competencies over time. By empowering contact center supervisors with Screen Recording, they are more equipped with real-life examples of customer interactions, and are able to visibly point out areas of necessary improvement with conclusive evidence.

When contact center agents utilize screen recording throughout the quality improvement process, they are not only isolating system breakdowns that affect agent productivity levels, but are also uncovering efficiencies that shave time off of each customer interaction. With Screen Recording, supervisors are able to identify proficiencies when leveraging PC applications that aid in improving Key Performance Indicators such as First Call Resolution, Average Handle Time, Schedule Adherence and After Call Work Time.

THE RESULTS

By way of Screen Recording, UniVoIP empowers enterprises to address the ever-growing popularity of non-call transactions with UniVoIP’s Omni-Channel Contact Center solution. With emails, web chat, SMS, ibot, and Social Media interactions becoming a driving force for customer buying behavior, Screen Recording adds the necessary dimension to quality improvement management for all major contact center institutions. By fully managing customer interactions with contact centers beyond the scope of phone calls, supervisors are taking the appropriate steps to fortify a minimal risk environment for unfavorable agent behavior that can negatively impact customer satisfaction. On the other hand, Screen Recording offers a platform to identify outstanding agent performance and PC application utilization that sets standards for all contact center agents at the organization.

Within the first 90 days of leveraging UniVoIP’s Screen Recording functionality, partners see an overall increased return on investment of all customer-facing applications. Additionally, agents and supervisors report that Screen Recording capabilities have drastically improved the functionality of existing PC applications through a thorough understanding of operational efficiencies associated with each tool.

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service.

-Supervisors are equipped with real-life examples of PC application interactions for instructional and training sessions.
-Supervisors can create side-by-side comparisons of customer interactions.
-Contact centers experience a reduced risk of liability in cases of customer disputes via real-life snap shots of online customer interactions.
-Managers can quickly identify best-practice performance when leveraging more than one application at a time.
-Application malfunctionscan be easily identified and be troubleshot.
-Supervisors are able to train agents on the most efficient manner in which individual applications can be utilized.
-Customer online buying behavior trends can be easily tracked.
-Unauthorized desktop behavior by agents can be quickly identified and dealt with.
-Trends in overall customer expectations when interacting with the company are easily recognized.
-Agents have more incentive to perform as screen recording provides a platform for supervisors to acknowledge exceptional agent performance.