Workforce Engagement Management

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Interaction recording introduction 

12-20-2021 12:43

Interaction Recording
Access control for recording segments
Quality Assurance and Compliance
From Genesys Cloud WEM

Do you want to learn more about Interaction recording capability?, check out our Let Me Pick Your Brain video with our expert Daniel Ho, who will introduce us to the capability and our new feature Access control for recording segments.

Depending on what the priorities are for a business, typically call recording or workforce
management (WFM) tend to be the first solutions implemented: recording acts as a base for quality
management and analytics, while WFM is well-established and produces proven ROI.

The Inner Circle Guide to Omnichannel Workforce Optimization - ContactBabel 2020

Automated quality management, evaluation, and surveys
100% off interactions recorded no data lost
Record all interactions in any channel maintaining the integrity of its content and structure, ensuring 100% of the information is collected and retained, and getting the full picture by recording agent desktop activity.

4k Multiple-monitor screen recording
Business and customer insights
AI-powered speech and text analytics tools to close the loop, extracting meaning and insights to plan and execute strategies boosting the quality and performance of the workforce and business.
A little learning goes a long way

Of course, this is just a short preview of Quality Assurance and Compliance. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about quality management in our Genesys Resource Center.
Help my PureCloud Quality Assurance & Compliance Resources


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