OmniPCX RECORD Suite Description
For enterprises and contact centers operating in sectors that demand strict adherence to legal and regulatory standards, it is essential to capture and document interactions and transactions to uphold accountability. The Alcatel-Lucent OmniPCX RECORD Suite serves as a comprehensive web-based solution that facilitates the recording, monitoring, and assessment of employee-customer communications. This functionality is especially vital within industries such as financial services, utilities, healthcare, education, hospitality, and public safety. By seamlessly incorporating call recording and monitoring into your current telephony systems, the OmniPCX RECORD Suite offers a flexible, scalable, and cost-effective solution. Furthermore, supervisors can analyze recorded conversations alongside agents and leverage the built-in quality monitoring module to evaluate agent effectiveness. This tool allows for the recording of both voice and online interactions, paving the way for enhancements in the quality of future customer engagements by pinpointing areas where coaching can be beneficial. Ultimately, using such a system can lead to improved service delivery and customer satisfaction.
OmniPCX RECORD Suite Alternatives
RingCentral RingEX
RingCentral RingEX, a powerful cloud-based telephone system, helps optimize your business communication. RingCentral RingEX provides enterprise-grade communication tools, including voice, fax and text, as well as BYOD (bring your own device) capability. This allows you to work wherever and however you choose. RingCentral RingEX's core features include auto-recording and conferencing as well as unlimited long-distance calling and local calls. RingCentral RingEX can be customized to suit your needs by configuring call management features such as call forwarding, message alerts and missed-call notifications.
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CallShaper
A Complete Call Center Package
CallShaper’s cloud-based software solution for call centers keeps things simple.
With CallShaper, inbound and outbound call center directors have a simple, dynamic, and flexible platform for efficient call management.
CallShaper is designed to reduce costs and increase ROI in Call Centers. CallShaper works with businesses to increase contacts, track agents' performance, manage leads and sales processes, and maximize contacts. Managers can use the drag-and-drop interactive Voice Response (IVR) editor to transfer calls to third parties and other recipients based upon agents' availability, type, and time.
CallShaper lets call centers analyze databases to determine landline or wireless leads, Do Not Call list numbers, and call abandonment rates whilst helping customers to maintain compliance with Telephone Consumer Protection Act (TCPA) regulations. Supervisors can import leads by uploading files in bulk and agents can utilize call scripts to communicate and resolve clients' queries. Using predictive and preview dialers, marketing agents can automate call handling processes and review lead information before client interactions.
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RECITE
We understand that you deserve the flexibility to record and listen to your calls according to your preferences. That's why our RECITE recording solution features 80 customizable widgets and dashboards, 100 levels of replay permissions, 8 different recording modalities, 50 pre-set and adjustable reports, and 4 varieties of built-in storage options. Additionally, it includes screen recording of the agent's desktop, synchronized with audio recordings, providing an all-encompassing view of customer interactions. Our Quality Management tool is designed for quality assurance, enabling the assessment of employee performance, ensuring compliance with corporate standards, and enhancing staff productivity. The Customizable Dashboards feature allows agents, supervisors, and administrators to monitor real-time metrics effectively. Moreover, web-based storage facilitates easy and secure sharing of files via email in .WAV format, making collaboration seamless. With these capabilities, our solution empowers organizations to enhance their communication processes and improve overall service quality.
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VoIP Recording software
Our Voice-Over IP Recording platform empowers businesses to utilize high-quality and compliant recording through a user-friendly interface. This exceptional VoIP Recording software is capable of capturing interactions from nearly any telephony device or phone system available. It is compatible with and enhances the functionality of 99% of telephone systems currently on the market. ABT's solution is straightforward to install and can be implemented without requiring any specialized hardware. Additionally, it brings extra advantages and optimal performance to your organization. Our Call Center Quality applications enable contact center supervisors to conduct comprehensive audits of their agents seamlessly. Agent evaluations are based on criteria tailored to your specific business needs, leading to enhanced customer satisfaction and improved agent morale. Furthermore, Applied Business Technologies Call Center Quality Software can be seamlessly integrated with our Speech Analytics platform, resulting in a powerful and effective solution. This integration provides valuable insights into conversations, ensuring that both operational efficiency and service quality are consistently maintained.
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Integrations
Company Details
Company:
Alcatel-Lucent
Year Founded:
2014
Headquarters:
France
Website:
www.al-enterprise.com/en/products/applications/omnipcx-record-suite
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Product Details
Platforms
Web-Based
Types of Training
Training Docs
In Person
Training Videos
Customer Support
Business Hours
Live Rep (24/7)
Online Support
OmniPCX RECORD Suite Features and Options
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