Call Center Recording
Eleveo Call Recording for Compliance
Eleveo's call recording tools are essential for contact centers wishing to comply with state, federal and industry regulations. Those regulations guard the sensitive financial information of customers and, in the case of healthcare patients their health information. They also provide essential protections for organizations against the legal and financial risks of non-compliance.
Elevēo Call Recording for Quality Management
Eleveo’s call recording tool helps call center leadership manage and monitor agent performance during every customer interaction. Every call and screen can be captured, archived and easily retrieved. That's great for audits and for management reviews!
Call center recording capabilities are essential for quality management. Calls can be assessed to ensure agents are properly addressing customer issues.
Eleveo's call center recording software is a must-have for any organization focused on training their agents, optimizing their processes and delivering the best customer experience possible.
Eleveo call recordings are invaluable coaching tools. By reviewing calls with their managers and trainers, agents can improve their soft skills, like empathy and active listening. They can also learn how to properly manage customer interactions and improve upon their own proficiency.
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Managers can review Call Recordings to evaluate the success of new offers and promotions. They can also spot call drivers and trends, determine specific training review needs, etc.
Eleveo call recording software is an essential tool for managing a successful call center. As direct, factual records of customer experience, they're useful in refining and upgrading the customer experience.
True Omni-Channel Recording
With Eleveo's call recording solution it's easier than ever to monitor customer interactions across channels, even in real time. Managers pinpoint areas for agent improvement, highlight agent successes, and ensure compliance with government and industry requirements.
Capture audio and video calls, as well as emails, chats, text messages, along with agents' screen activity. The result is a detailed record of every client interaction. That's a valuable trainer and manager resource for enhancing performance, highlighting certain interactions, and helping with employee training.
Businesses can benefit from the interactive voice response (IVR) technology integrated into Eleveo's call center solutions. For instance, it improves customer experiences, as callers are more likely to receive prompt, accurate, and helpful information.
“We migrated over a dozen divisions within the transfer center business unit to Eleveo, and we've not heard one group say they took a step backward in call recording. In fact, we hear positive comments about uptime and reliability, which was always a struggle. We don't do recording gaps here, and, with Eleveo, we don’t have them”
– Contact Center Team Lead, major healthcare provider
Easily Manage Compliance
Data privacy and protection standards are necessary for securing one's personal data. Those standards can be difficult to understand and navigate; they vary depending on geography and change all the time. That's why the Eleveo call recording tool includes built-in features that help you gain control over your compliance, such as:
- Media life cycle management - So you can be sure your data archives meet compliance requirements.
- Our GDPR, PCI DSS, MiFID, HIPAA, FCA CDC, and CCPA compliance features let you easily anonymize, extract, and delete personal data.
- Audit capabilities - Simplifies, streamlines and strengthens your response to comprehensive audits from outside entities. Eleveo call recording takes data privacy seriously. We have comprehensive privacy policies in place to ensure customer data protection.
Auto Pause and Resume
When collecting private financial or health information, call centers must avoid recording that portion of the call.
Eleveo's Auto Pause and Resume tool detects when certain applications and websites are in use, indicating that private information is being collected. At that point, it automatically pauses audio and screen recording until that portion of the call has ended. It then automatically resumes recording when the agent leaves those applications and websites.
Easy to Scale
These days, scalability is increasingly important. Contact center leaders want an easy-to-use, robust call center recording solution. They don't want to devote significant resources (budget, IT resources, staff resources) to run their WFO software. Larger contact centers want to ensure a depth of features that is applicable across a range of teams and departments.
Eleveo call recording software provides businesses with a cost-effective way to manage and streamline call center operations. Regardless of your size, as your business grows Eleveo’s center recording system grows with you.