Seamless Call Recording
OptiML's Voice & Screen Recorder effortlessly captures both voice and screen
interactions, providing a holistic view of customer-agent engagements. This dual
recording feature ensures that not a moment is missed, allowing for
comprehensive analysis and quality assurance.
Intelligent Voice Recognition
The AI-driven voice recognition feature is the backbone of advanced analysis. It
automatically transcribes voice interactions, making them searchable and
enabling supervisors to uncover insights and trends quickly. This not only saves
time.
Screen Interaction Analysis
Screen recording goes beyond just capturing visuals. OptiML allows for in-depth
screen interaction analysis. This feature provides an invaluable tool for
tracking agent activity, ensuring compliance, and optimizing processes.
Supervisors can review screen interactions to identify areas for improvement and
coach agents effectively.
Sentiment Analysis
Every customer conversation is rich with insights. OptiML's Voice & Screen
Recorder features sentiment analysis, which uses AI to detect emotions and tones
in voice interactions. This analysis enables businesses to gauge customer
satisfaction and agent performance, providing actionable data for enhancement.
Compliance Assurance
For industries with regulatory requirements, compliance is non-negotiable.
OptiML's recorder assists in maintaining compliance by automatically tagging and
categorizing recorded interactions for easy retrieval during audits. This
ensures that your organization adheres to industry-specific regulations.
Customized Tagging
Each business is unique, and so are the criteria for evaluating interactions.
OptiML allows you to create customized tags and labels for recorded
interactions, making it easier to sort and categorize them according to your
specific business needs.
Search and Retrieval
Locating specific interactions within a vast pool of recordings is made simple
with OptiML's powerful search and retrieval features. Find interactions based on
keywords, tags, or other criteria, enabling efficient monitoring and analysis.
Real-time Monitoring
OptiML Voice & Screen Recorder provides real-time monitoring capabilities,
allowing supervisors to listen in on live interactions. This feature is
essential for coaching and providing immediate support to agents during customer
calls.
Training and Coaching
Leverage the recorded interactions to facilitate agent training and coaching.
OptiML enables supervisors to provide feedback, highlight best practices, and
guide agents towards improved performance.
Data-Driven Decision Making
The insights gained from voice and screen recordings are instrumental in data-driven
decision-making. OptiML's advanced analytics provide actionable data, enabling
businesses to refine their processes, enhance agent performance, and improve overall
customer satisfaction.
