Communications Recording

Communications recordings constitute a fundamental tool in modern workforce management, providing organizations with a comprehensive record of interactions across various communication channels. Within call centers, these recordings serve a multitude of purposes. Firstly, they play a pivotal role in quality assurance. By capturing and archiving customer interactions, organizations can meticulously evaluate and monitor the performance of their agents, ensuring that service standards are consistently met and leading to improved customer satisfaction and loyalty. Additionally, these recordings function as a valuable resource for training and coaching, enabling supervisors to provide targeted feedback and enhance the skillset of their teams.

Transitioning to the realm of quality assurance, communications recordings maintain equal significance. They offer an objective record of conversations, transactions, and interactions, proving invaluable in legal and compliance matters. In courtrooms, these recordings frequently serve as critical evidence in legal proceedings, providing an indisputable account of events. Similarly, in interrogation rooms, they are essential for documenting interviews and interrogations. Notably, these recordings are not only useful for ensuring adherence to legal procedures but also for protecting the rights of both the accused and law enforcement personnel.

In summary, communications recordings emerge as an indispensable asset in workforce management, call centers, quality assurance, and legal contexts. They enhance operational efficiency, support employee development, and offer a reliable source of truth in dispute resolution and courtroom proceedings. In today’s highly interconnected and regulated world, the role of communications recordings is central to maintaining professionalism, compliance, and accountability across various industries and sectors.

Call Centers

Communications recordings are a fundamental tool in modern workforce management, providing organizations with a comprehensive record of interactions across various communication channels. In call centers, these recordings serve a multitude of purposes. Firstly, they play a pivotal role in quality assurance. By capturing and archiving customer interactions, organizations can meticulously evaluate and monitor the performance of their agents. This ensures that service standards are consistently met, leading to improved customer satisfaction and loyalty. Additionally, these recordings serve as a valuable resource for training and coaching, enabling supervisors to provide targeted feedback and enhance the skillset of their teams.

In the realm of quality assurance, communications recordings are equally vital. They offer an objective record of conversations, transactions, and interactions, which is invaluable in legal and compliance matters. In courtrooms, these recordings often serve as critical evidence in legal proceedings, providing an indisputable account of events. Similarly, in interrogation rooms, they are essential for documenting interviews and interrogations. These recordings are not only useful for ensuring adherence to legal procedures but also for protecting the rights of both the accused and law enforcement personnel.

Overall, communications recordings are an indispensable asset in workforce management, call centers, quality assurance, and legal contexts. They enhance operational efficiency, support employee development, and offer a reliable source of truth in dispute resolution and courtroom proceedings. In today’s highly interconnected and regulated world, the role of communications recordings is central to maintaining professionalism, compliance, and accountability across various industries and sectors.

Record for compliance
Improve agent skills
Analyze operations

Our solutions are backed by industry leaders in contact center applications. Vista Com provides expert consultation of the most economically productive solution that closely matches your business flow ensuring minimal disruption to your operations while improving your customer experience.

Desktop & Process Analytics

Help your agents improve their operational efficiencies with Desktop and Process Analytics. Verint’s applications can help automate operations and increase productivity by analyzing where time is spent and provide a view into mapping the process flow. Verint’s Robotic Process can even help auto-populate applications giving the agent a head start. Our PCI process can stop the recording of credit card or other sensitive detail, while interacting with the customer.

Workforce Management

Forecasting labor requirements to meet the needs of your organizations interactions with customers can be solved with a solution from Vista Com. Throughout your organization key data elements exist that can help staff areas of your dispatch or call center. Our software solutions take the guesswork out of spreadsheet analysis and plug in schedules automatically based upon your desired staffing skills. Our engineers can gather the data elements in your organization and centralize this data in an application that will help automate the process. We can provide insight into where your organization is spending its time managing customer interactions. Help your managers forecast demand, calculate staffing requirements, schedule, and improve the operations.

Quality Management

Supervisors tasks of improving quality of agents interacting with callers can be solved through technology. Our solutions can automate the task of grading interactions by tagging calls based upon criteria and KPIs of the agency. We can enable video capture and allow the supervisor to follow along as they input answers to key questions. Agents can be notified automatically as they are graded and provide input and even launch eLearning activities to improve their skills. We can also provide auto-grading features whereby our solutions will automatically grade the agent and submit input to the supervisor of KPI achievement. With our speech analytics solutions our customers can further implement spoken word analysis that will provide key insights into activities between agent and customer. Our application event triggers can provide input to other software applicaitons and call recording behavior based upon agent inputs.

In today’s contact center environment it is important to understand the interactions of your team with that of your customers. By gaining insight into your customer engagement you can implement improvements and interact much more proactively. Improving your operation and efficiencies also improves your predictability.

We have contact center solutions that cover several key areas within your operations:

Call recording, playback, archiving and retrieval
Agent screen recording
Automated agent quality and grading
Speech analytics
Work force management and scheduling

Our solutions are developed by industry leaders and backed by local support and factory engineering for years of reliability. Let us design a solution for your operation and experience the support to help you optimize your operation.

Compliance

Many agencies are required to record interacations with their customers and users for litigation and compliance. Federal, Utilities, and public safety agencies need a structured way to recreate activities so that it can be easily submitted to investigators for legal purposes. Having a central repository of your phone, radio, and dispatch operations is essential to save time and optimize your operations. Also, a quality improvement program is essential as litigation can reveal weaknesses in your operation.

We have compliance solutions that cover several key areas within your operations:

Call recording, playback, call tagging, and monitoring
Agent screen recording and observation
Automated agent quality and grading
Speech analytics
Data storage and catagorization
Incident creation, cataloging, and sharing

Courts and Interrogation Rooms

Liberty Court Recorder

The Liberty Digital Court Recorder is an audio/video recording program designed to run on a standard PC using the Windows operating system. The Liberty solution can record and playback multiple channels of audio and video. The system also includes bookmark and text notes features that allow tab stops for instant cueing and text to be imbedded directly into the resulting recording files.

Instead of using analog tapes, the Liberty system records the audio and optionally the video from the proceedings to a PC’s hard drive. The hard drive may be located on either the local PC or on a central server elsewhere in a network. After a recording is complete, the file may be saved as a PDF file with the associated notes, cue points and media (audio and optionally video). The recordings may also be transcribed or moved to any other PC-compatible storage device. The files may be moved throughout a network just like any other type of file.

Liberty Interview Recorder

The Liberty Police Interview Recorder is a simple, easy to use recording system that captures forensic interview and interrogation audio, video and notes for police, law enforcement services and other government agencies.

The program uses standard VHS-like Start, Stop and Record buttons. The recorded material is saved into a single file on the recording system hard-drive. Optionally, the file may be automatically and simultaneously recorded to a secure file server and saved onto a CD/DVD. The recordings can later be transcribed or provided to other agencies in a universal playback format.

The recorded notes serve as “bookmarks” or cue points into the recording file. The notes may later be searched to find and identify recordings files. They also eliminate the need to fast-forward or rewind through large recording files.

Liberty Meetings

The Liberty Meeting Recorder is designed to record and optionally stream the audio and video of meetings such as city and town councils, assemblies or any meeting where the minutes are saved in Microsoft Word.

The Meeting Recorder integrates with Word and allows the user to create “bookmarks” as cue points into the recording files. The resulting material may be transcribed and / or saved for posting into a web site. We can equip your with mics and recording solutions that will enable the court reporter to accurate gather audio from proceedings as they occur. Start and stop, tag, index and store court proceedings with an automated solution from Vista Com.

Communications Partners

Vista Com’s partnerships of industry leading quality and compliance recording solutions enable us to offer the best in industry technology designed to improve your operation. We provide voice logging equipment along with powerful software that enables the greatest gains in productivity. Imagine being able to record your agents and dispatchers interaction with customers and with a click of a mouse launch a grading template that improves performance. You grade your agent while viewing their actual display screen video ensuring their motions match the demand of the customer.

Automate the complex job of scheduling your contact center through work force management. Search keywords spoken by your customers and agents and reveal trends. Multiple forms of media such as digital, analog, VoIP, T1 or P-25 radios? No problem, we can integrate those forms of telephony and seamlessly present them to you.

Our partners are industry leaders and we have a vast array of software and hardware to help you optimize. We provide contact center recording hardware and software that can tailor to just about any environment. We have platforms that seamlessly monitor your environment based upon both Windows and Linux.

As an authorized dealer together with our partners we can provide expert solutions backed by engineering expertise that is the best in the industry.