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University IT, in partnership with Verint Systems, offers a software-based recording, quality monitoring, and workforce management system. This system allows you to assess larger samples of data, focus on important interactions, gain customer intelligence, and target coaching to employees. You can also maximize the performance of your contact center by assessing reports and tools that help you to forecast, schedule, and manage your employees in an optimal way.

Features

Agent Call Recording:

Record voice interactions with clients: Full-time and compliance recordings enhance operational effectiveness, and reduce liability.
Compliance: Complies with PCI DSS (Payment Card Industry Security Standards) and other industry standards to expedite dispute resolution.
Real-time monitoring: Monitor, record, and index calls as they are happening.
Security: Features to encrypt calls during recording, in transit, and when archived.
Single web interface: Recordings are accessible via a single web interface, allowing you to search, replay, and report on calls by topic.

Workforce Management:

Screen recording: Capture and store what is captured on a user's computer screen during interactions.*
Quality monitoring: Evaluate all of the attributes of a client interaction, including voice conversations and associated screen data, email, web chat sessions, and more, right from a single screen.
Coaching: Provides an out-of-the-box workflow for scheduling, delivering, and tracking coaching that is integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).
Evaluations: Design flexible, intelligent evaluation forms quickly and tailor them to specific interaction types. Quality scores can feed KPIs in scorecards, which in turn drive performance-based coaching.
Quality assurance: Capture and analyze client interactions, improve internal processes and workforce performance, uncover business trends and competitive advantages, and discover the root causes of client and employee behavior.
Workforce optimization: Integrated scheduling and forecasting tools including a time off manager, advanced adherence management, and score cards in performance management.
Intra-day performance management: Schedule management that helps you to produce optimal schedules by balancing defined shift rules, work patterns, breaks, targeted service-level goals, and individual skills, proficiencies, and preferences.
Performance management: Gain insight into what employees are doing, how effectively they are performing, and where they excel or need to sharpen their skills. The solution triggers coaching and training sessions to help them do so.

Workforce Managers License:

Enables contact center managers and supervisors to access the system so they can:

Listen to recorded agent calls
View screen recordings
Create agent evaluations
Manage scheduling tools
Run forecasting reports

*Note: Screen recording captures and stores up to 10% of what is captured on a user's computer screen during interactions.

Designed for

Workforce Optimization is perfect for contact centers seeking to improve client interactions, enhance employee skills, and optimize overall performance. This package includes call and screen recording, quality monitoring, and workforce management features to deliver efficient, top-tier customer service.

Agent Call Recording as a stand-alone package is ideal for contact centers that want to monitor and record agent interactions with clients to improve client service or identify training opportunities, ensure compliance, or deliver critical healthcare services.

Rates

Services may be purchased individually or in the following packages:

Agent Call Recording (enables recording of voice interactions with clients, call encryption)
Workforce Management (includes agent call recording features plus screen recording, quality monitoring, and workforce management technologies)

Note: A minimum of one workforce manager license must be purchased in conjunction with any Workforce Optimization package.

See the UIT rates page.

Get started

To request that a University IT staff member contact you to provide more service details, discuss your needs, and help you implement the service, submit a Help request.

Get help

For help with the Call Recording service, including retrieving archived recordings, submit a Call Recording Help request.