Call recording has long been a table-stakes requirement for many contact centres and business leaders. Capturing information from critical conversations is essential for compliance in many regulated industries. In an age where customer experience is the number one differentiating factor for any brand, call recording delivers sensational insights.
Being able to successfully capture calls and leverage insights from the data collected means businesses can develop plans to serve their audience better, improve their training initiatives, and even enhance operational outcomes.
CallCabinet is a market-leading contact recording vendor committed to helping businesses leverage the benefits of compliant call recording. For over a decade, the company has delivered innovative solutions to transform how enterprises manage regulatory compliance needs.
Let’s take a closer look at the features and benefits of CallCabinet’s technology.
CallCabinet Review: The Features of CallCabinet
CallCabinet’s platform offers extensive call recording functionality, AI insights, and meaningful analytics to businesses from virtually every industry. The company was one of the first innovators to invest in the future of cloud-based enterprise recording. Today, CallCabinet is one of the most prominent award-winning vendors available for modern companies.
This was the world’s first cloud-native solution for call recording, allowing companies to decentralise operations and empower employees anywhere in the world. The CallCabinet system operates on a multi-tenant Azure cloud architecture, with unified location data sovereignty, for complete control over your information.
The solution also integrates with a host of leading communication tools, including the Microsoft Teams ecosystem. Some of the significant features of CallCabinet include:
Emotion and sentiment analysis: CallCabinet's platform not only records calls, but provides business leaders with the insights they need into those conversations too. Its Voice Analytics system can automatically analyse each call for sentiment, and classify calls into specific categories based on findings.
PCI-compliant call recording: Ideal for companies requiring call recordings to be stored safely, securely, and compliantly, PCI-compliant recording from CallCabinet allows businesses to safeguard financial information. Users can automatically redact financial data like credit card and social security numbers from vulnerable communication layers, to improve security for all customers and business leaders.
Workforce optimisation: CallCabinet’s call recording tools also provide powerful solutions for managing the modern workforce. Users can gain at-a-glance insights into call quality and activity. Supervisors can also search for information about quality and performance in a matter of seconds, with visual reports to guide them.
Screen capture: As video and multi-media communications make their way into the contact centre, companies need to capture more than just voice. CallCabinet can securely record agent computer screens during conversations, and the technology allows supervisors to set the capture at any frequency level.
Agent/Call scoring: Companies can keep track of important agent performance metrics and quality insights with scoring components. The system's report writer makes it easier to dive into the details of each report. Plus, it’s possible to combine multiple scores together for a dynamic overview of all call centre outcomes.
CallCabinet Review: Benefits
CallCabinet offers a comprehensive ecosystem for call recording, reporting, and analytics in the customer experience landscape. Companies can use this comprehensive ecosystem at any time, from any place, thanks to its position in the cloud. As an all-in-one solution for compliance, call quality, and voice analytics, CallCabinet provides business leaders with all the tools they need to get more out of their data.
