Veriva call recording solutions are targeted at Financial Institution's inbound and outbound call centers to improve business operational efficiency by automating processes that are normally handled by employees. In order to speed revenue growth while maintaining costs, these recording solutions handle high traffic call volume conditions. The architecture of Veriva call recording solutions allow any customer to choose among the following optional modules for a better customized solution, based on business requirements.
Threshold provides users with the flexibility of receiving alerts based on customized or standard settings. In some call centres, managers that implement a reward system strategy based on performance, VEalert is utilized to segregate agents that are poor or excellent in handling calls. Managers can specify the minimum threshold value and maximum threshold values in percentage form.
With many systems in call centre architectures, Call Centre managers often find themselves with huge amount of valuable data. However, compilation and analyzing of these data into readable metrics is often difficult in a short time frame. Managers have been searching for a solution that provides them with a 360 degree view of the call centre performance.
VEreport provides performance reports in both graphical diagrams for simplicity and detail listings for detail reporting. Once set up, reports can be set as templates for other users, run automatically and e-mailed to management at scheduled times.
Real-time monitoring has become a key factor in ensuring the productivity of agents. VElive assists supervisors to improve call handling and customer service through live support, monitoring and coaching when necessary.
Remote administrators can silently monitor calls and view screens at real-time for specified agents.
VElive is designed for supervisors to control live agent interactions where they can control the screen while the agent keeps control of the call without customers knowing that the agent is getting invaluable real-time training. As the supervisor is involved in the call from start to finish, each successful call outcome boosts the agent's knowledge, confidence and performance providing continuous agent development and improvement.
Screen recording functionality is often required for all agents in customer call centers to ensure compliance and tracking purposes. Supervisors use VEcapture to record screen activities of the agent silently via a secured VPN. In a call centre, capturing of both screen and audio interaction at the same time simultaneously is a key factor.
VEcapture adds flexibility to managers through multiple recording settings like global recording, time triggers, event triggers and pause recording.
On job supervisors are provided with live audio with screen access together to maximize productivity and training. During remote access, supervisors can choose to record the intervention via VEcapture (Integrated Call & Screen Recording) for training or compliance purposes.
The system manages access restrictions rights between Agents and Supervisors based on pre-configurable settings. Accesses between parties are logged for audit trail purposes and secured with AES or 3DES encryption to protect data from being intercepted over the network connection by third parties.
VEcall provides call centres with the intelligence of auto-dialing and pre-screening of customers before agent interaction, leading to increase productivity with greater volume calls. VEcall removes the remedial tasks of manual dialing and frustration on not achieving the target calls and figures, therefore fully maximizing agent interaction with real prospects increasing productivity.
The system provides administrators with the ability to adjust the volume of calls per hour based on the no. of agents and estimated call duration for the targeted outbound call. Supervisors are provided with reports on the status of the outbound campaign for monitoring purposes. With VEcall, leads are controlled through filtering of the calls based on customer options with date and time stamp. VEcall removes the remedial tasks of manual dialing and frustration on not achieving the target calls and figures, therefore fully maximizing agent interaction with real prospects increasing productivity
For access via DTMF, VErecord and VEplay provides users with the capabilities to record with a PIN or replay recorded calls via IVR (Interactive Voice Response) upon keying in of the pre-set PIN authentication.
For access via Desktop Application VErecord in Desktop application provides users with a one-button access to begin recording and the option to stop automatically or via manual stop. As for VEplay, users can replay calls based on the date and time indicated by the user through a dynamic search engine by the system.