Recording & Quality Monitoring 2017-09-18T14:09:01+00:00

How it works

Step 1

Recording Calls
You define which calls are captured and these are recorded in the Cirrus cloud.

Step 2

Play Back & Review
Cirrus enables any authorised user to search, retrieve and playback customer interactions to any device, in any location.

Step 3

A 360° Perspective
By complementing call recordings with customer and agent feedback capabilities.

Features

Cloud Based Recording

We enable you to define which interactions you want to record and by capturing these within the cloud, we are able to record the entire conversation regardless of whether the call is transferred and regardless of where it is transferred to.

Agent Feedback

Getting the agents feedback is essential in understanding how the customer experience can be improved. Cirrus enables you to forward captured interactions to your agents and for them to review and comment.

Anywhere Playback

With the recording securely held in the cloud, these can be retrieved by any authorised person regardless of where they are. Comprehensive tools enable you to search for the appropriate call and to play, pause and rewind as required.

Customer Feedback

With the recording securely held in the cloud, these can be retrieved by any authorised person regardless of where they are. Comprehensive tools enable you to search for the appropriate call and to play, pause and rewind as required.

Enquire todayContact

Who This Would Best Suit

Contact Centres of any size

Organisations that passes contact and interactions out of the contact centre

Organisations looking to improve the customer experience

Features

Improved Processes

By not only identifying gaps in agent skills but where your processes are not supporting the desired customer experience, you are able to quickly address these.

Improved Customer Experience

By understanding what the customer wants and the customer’s perception of the service you deliver and using this to drive continuous service improvement.

Targeted Training & Coaching

By instantly identifying gaps in agent skills and competences and addressing these through more efficient and targeted training and coaching.

Increased Insight

By enabling you to experience what the customer experiences from your contact centre and identify what you do well and what you do not do so well.

Customer Feedback

With the recording securely held in the cloud, these can be retrieved by any authorised person regardless of where they are. Comprehensive tools enable you to search for the appropriate call and to play, pause and rewind as required.

Request a Live DemoDemo