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inContact Desktop Recording software lets you identify workflow issues, improve training materials, and monitor and manage email and chat usage while encouraging effective use of agent tools. Customizable recording options — either time-based or triggered by third-party applications — result in an effective solution for monitoring performance of blended agents or off-phone agents, both in the contact center and in the back office.
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inContact Desktop Recording helps you identify the strengths of your agents and identify areas where they may be struggling. Having a better understanding of agent weaknesses allows you to provide additional training where needed, leading to improved agent efficiency. In turn, this means improved average handling time (AHT), increased first-call resolution (FCR), and more satisfied customers
inContact Desktop Analytics utilizes an advanced application programming interface (API) to allow third-party chat or email applications to send recording triggers to Desktop Recording, enabling it to record the duration of the chat or email session. These applications can also amend the inContact recording with additional information, such as customer ID or the customer-facing webpage that initiated the chat.
Our desktop recording software seamlessly integrates with inContact Quality Management allowing you to view recordings while performing agent evaluations. Quality Management also allows you to create custom forms for evaluating transactions and aggregate them for use in your contact center’s overall quality initiative.
inContact Desktop Recording lets you find the people who are most efficient at using desktop applications and use the recorded interactions of top performers to coach and train the rest of your staff. You can also use recorded calls to create custom multimedia training material. This gives your trainees real-world examples for learning how to handle difficult callers and scenarios, resulting in consistently higher levels of quality.
Desktop recording provides you with the flexibility to define periods of time during which agent desktops will be recorded. inContact’s timed schedules provide a quick and easy way to ensure the right data is captured at that right time including chat and emails.