Record the calls for reference
The Vonage Contact Center can record all inbound and outbound calls, which are logged automatically as hyperlinks within your CRM (lead, account, opportunity or case as applicable). This makes it easy to find any recorded conversation by simply clicking the recording link. Supervisors can reference these recordings to help with ongoing training, issue resolution and more. And you can customise the contact center call recording sessions per account or individual call.
Storage and savingsKeep your data safe and secure… and save, too.
Recordings are stored in the Vonage cloud (AES256 encrypted) rather than the CRM, resulting in significant cost savings
Call recordings are attached as links within the CRM object, making it easy to quickly find any recorded conversation
Recordings can also be downloaded from Vonage to any other storage medium
Inbound call recordingKeep and maintain recordings based on select requirements.
- Easily configure call recording rules within your individual interaction plans
- Recordings can be linked to all calls, percentage of calls, specific callers and more
Outbound call recordingKeep track of all outbound contact.
- Conveniently enable or disable outbound call recordings
- Easily access recordings as needed
Call transfers to third partiesManage recordings to third parties.
- Call recording continues when transferred to a third party
- Recordings can stop if necessary
Call recording control in ContactPad
When call recording control is enabled, all agents can stop (pause) and start (resume) a call recording during a call using a button in ContactPad
Where greater flexibility over the recording of calls is needed (usually for regulatory reasons), the administrator can determine which agents can pause and resume call recordings
Agent-only call recording
Results in only the agents involved in a call being recorded.
Recorded agents include the original agent, a consulted agent (or supervisor), an agent (or supervisor) to which the call is transferred, and any agent (or supervisor) who is added to a conference call
The caller, or customer, is NOT recorded
Coaching and insights
Use Conversation Analyzer to listen to call recordings that are paired with transcripts and metrics to help understand a conversation
Supervisors can coach agents live or through call recordings using three-way, secret monitor and whisper modes
Supervisors and Quality Managers can listen to and pause call recordings to make notes, which are flagged in the progress bar and time stamped, making them easy to revisit at a future time