VAULT™ Enterprise Call Recording for the Call Center is designed to provide so today’s contact centers a mechanism of complementing customer self-help channels with swift and accurate personalized assistance to enhance the customer experience. Traditional management of legal compliance and liability with customer interactions has gained a new dimension with the liability of a good reputation in the world of social media. To help companies stay on the pulse of their customers, VAULT™ is a contact center customer experience management system that delivers actionable information quickly and effectively so that Contact Centers can react to customer interactions efficiently.
VAULT™ provides an economic, scalable, compliance recording system for the contact center whereby conversations and screens are automatically recorded and stored in a central database for further review. VAULT™ provides an intuitive user interface that makes it easy for any supervisor to retrieve recordings, playback and even evaluate how the employee reacted to specific situations. These features provide the contact center with the necessary information to settle any situation.
- The Settling of Disputed Information
- Recordings that Meet Regulatory Compliance
- Transaction Verification
- Litigation Defense
- Agent Evaluation and Situational Training
Benefits of VAULT™ for Contact Centers
- Proof of regulatory compliance through recording of voice and data interactions with optional filtering of sensitive data (PCI-DSS, HIPAA, etc.) in any configuration such as high-volume, single or multi-site environments of any size.
- Capture voice and screen recording to provide a 360-degree view of the customer interaction.
- Evaluate agent behavior with VAULT Q™ to provide timely feedback and support, boost service quality and improve customer experience and loyalty.
- Easily select, deliver and review high-value recordings for evaluation, combining the objectivity of random selection with the tools to focus on the types of interactions that drive your revenue and customer satisfaction goals.
- Customize Agent Scorecards to meet specific service goals, campaigns and company guidelines
- Supervisors can Live Monitor Agents for real-time coaching and effective customer interaction management.
- Highlight specific sections of call for quick retrieval and feedback while adding comments to the specific section.
|Multiple Call Search Criteria||Enhanced QA||Granular Security|
|Desktop Screen Capture||3rd Party Integrations||Audit Trail|
|Dynamic Note Capture||Advanced User Management||Feature Rich GUI|
VAULT™ is designed to meet industry compliance standards for both voice and data recording. All VAULT™ recordings are stored in an encrypted format, preserving the original recording without an ability to edit. All recordings within the system can be accessed with permission-based criteria through the use of granular security profiles, and can be restricted from playback, access or email. Unauthorized access is logged and a detailed call log is present with each call, to identify any events or interactions with the secure recording.
Many times, agents deal with controversy. Accurate information is critical to set a timeline of events, in order to reconstruct a situation. VAULT™ provides that timeline of events by storing and sorting recorded information through a variety of criteria. Agents or supervisors can search the VAULT™ database by client number, client telephone number, time, date and just about any other criteria to retrieve the recordings. Once assembled, the information can be displayed by time and date and played back to recreate the event. Upon playback, VAULT™ plays the voice recording while displaying the screens that were captured during the call, plus any agent or supervisor notes that were taken during the call. Supervisors can also highlight sections of the recordings and annotate notes so that in the process of reconstructing the event, playback can jump directly to the section in question, thus reducing time to locate and replay specific events.
Using VAULT™, each call is automatically recorded in a 256-bit AES end-to-end encryption that ensures each original conversation is stored and cannot be altered. Our encryption permits these conversations to be used in the event of litigation.
Proof is often necessary to mediate and resolve customer disputes. Having access to detailed call recordings and desktop screen capture data provides the verifiable facts you need to quickly mediate and resolve disputes. VAULT™ provides flexible options for recording calls that enable Collection Agencies to meet their specific needs. Some agencies record all calls, while others record calls on demand. Through our simple user interface recordings can be initiated with a few mouse clicks, plus the agent can annotate recordings with comments on-demand.
Monitoring the quality of agent interactions helps to maintain an agency’s service level to its expected standards. VAULT™ is key in maintaining a positive customer experience, assisting the agent in difficult situations and helps mitigate litigation risk. VAULT™ permits agencies to maintain a high agent performance quality without sacrificing time or resources. A quality management system provides an effective way to evaluate agent adherence to established procedures and maximize agent productivity. As a fully integrated solution, VAULT™ enables supervisors to evaluate agents as they listen to their interactions. VAULT™ provides supervisors a complete picture of the call transaction including voice and screen shots from the agent call. Monitoring and evaluating agent behavior enables improvement through training and coaching ensuring that agents adhere to procedures, protocol and compliance.
Synergon and our network of value added resale professionals work with our customers to design best-practice performance management processes. VAULT™quality performance reports help managers to spot emerging trends at group and individual collector levels. The quality assurance tool enables users to find top performers and use their recordings for collector coaching and training. Supervisors can identify individuals in need of coaching, and know specifically what the individual collectors need to do to improve. VAULT™ our agent evaluation module, equips supervisors with the knowledge to help them better understand agent strengths and weaknesses, fostering better performance, measured in terms of increased customer commitments to repay and of debts collected, as well as improved agent self-empowerment and morale.
Screen and Voice Capture
VAULT™ provides both screen and voice capture to the Healthcare institution. Our unique ability to capture both simultaneously helps piece together any incident that may need to be reviewed. Healthcare administrators can see the full picture of how a dispute may have unfolded, whether it is through miscommunication, input error or validation of correct procedures. Department managers can easily review their employee’s actions and use VAULT™ as a training tool to better response times or change procedures.
Add Notes to Playback
VAULT™ provides a reviewer notes function when playing back recordings. This feature is handy with annotating information that is critical to patient care of dispute resolution. During playback, VAULT™ allows the reviewer to skip directly to the section where notes are annotated, while also playing the voice and screen detail.
Scalable and Easy to Deploy
VAULT™ is a scalable solution that runs on a single server in Institution. Built using Microsoft Silverlight technology, VAULT™ is scalable to record from five simultaneous conversations and screens, to thousands without major upgrades. Our technology allows the healthcare institution to deploy VAULT™ in the smallest of applications and grow it throughout the Hospital as needs progress and budgets become available. Our healthcare experts will assist you in planning out the system where the most benefit can initially be obtained. We also work with your IT department to coordinate implementation and integration to the specific systems that will need recording. Implementation times take between two to four weeks depending upon the complexity and size of the VAULT™ Healthcare system deployed.
Easy Search Capabilities
VAULT™ makes it easy to review a conversation. Whether it is instantaneous feedback to check on physician instructions or to review an incident that occurred previously. Through our search engine, a wide range of criteria including telephone extension, time and/or day. Caller ID, Call ID, Employee or other data, can be used to search and access recordings.
It’s Not What It Does, It’s How It’s Used
VAULT™ has many standard recording capabilities. What separates us from the competition is how VAULT™ is deployed. Our network of experienced healthcare recording professionals will design a solution that meets your hospital’s needs. This involves meeting with key departments and evaluating where the Hospital is most exposed. We then will work with your institution in mapping out a plan that meets your needs while considering the parameters of your budget.