Vonage Contact Center Screen Recording

Add to your coaching expertise with Vonage Contact Center Screen Recording. Now you can identify and resolve agent journey productivity issues that affect the customer experience.

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Illustration of contact center agent
FEATURES

Understand and resolve agent journey productivity issues

Screen Recording allows you to view agent activity to identify issues. You can then provide the proper coaching to elevate your agent’s skills. Learn how Screen Recording can boost agent productivity and the CX.

    • Native integration with Vonage Contact Center

    • Ability to capture multiple screens, not just applications or webpages

    • Quickly understand wrap-up behaviour

    • Synchronised video and audio

    • Easily share agent behaviour with the correct teams

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BENEFITS

Push for greater efficiency with Screen Recording

 

There’s the constant need to do more quickly and efficiently. And Screen Recording—as part of the Vonage Workforce Optimisation portfolio—has many benefits that impact the CX, KPIs, ROI, and more.

  • Improve the CX with Conversation Analyzer to identify which calls to review and where into the calls to listen and watch; this promotes a more holistic approach of blending speech analytics with screen capture

    • Deliver on contact centre KPIs by identifying factors that lead to improvements across average handling time, after call work, first contact resolution, and more

    • Drive operational efficiencies by reviewing if applications produce errors or could be improved for performance and usability

    • Augment Quality Management by seeing the whole picture and reviewing the agent’s screen to evaluate processes, applications, tools, compliance, and more

    • Enhance agent coaching by identifying specific problem areas, such as applications coaching; then shape your coaching to demonstrate the best practice flow through different applications

    • Accelerate ROI through improvements to customer experience and contact centre efficiency

Optimise your agent workforce

Vonage Contact Center has a full suite of Workforce Optimisation features designed to empower your sales and service agents to be the very best they can be.
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