Recording customer interactions is a critical step for the customer experience today. Thanks to speech and AI technologies, recorded consumer interactions can be evaluated for quality and mined for insight into customer behavior (and also used to personalize and customize offers for customers, which can boost revenue). But what happens when some of those interactions are taking place via Zoom calls?
Well, quality monitoring solutions provider CallCabinet recently announced that its CallCabinet Compliant Recording & Analytics solution has been integrated with Zoom Contact Center, ending the need for businesses to have multiple recording or analytics solutions deployed and managed independently. Businesses using Zoom Contact Center can now record all conversations taking place while benefiting from CallCabinet’s advanced ability to capture call metadata that enhances the CallCabinet reporting and analytics produced. This metadata includes Zoom Call ID, queue name, flow name, consumer display name, agent skill and more.
The result is that CallCabinet delivers a single, end-to-end solution for Zoom customers. Legacy solutions with multiple recording devices and systems (not to mention the unnecessary costs associated with them) are no longer a requirement, said the company.
In the announcement, CallCabinet noted that the timing of the integration comes at a vital pivot point as the unified communications revolution (together with the need for digital transformation) have left many companies reacting to, instead of being empowered by, the technology they deploy. At the same time, organizations are waking up to the potential of incorporating AI not just as a means to an end, but also to actively improve their ability to compete.
“Recording and analyzing across Zoom’s platforms have never been easier,” says Ron Romanchik, Chief Strategy Officer at CallCabinet, in a statement. “With a consistent UX and single-pane-of-glass views for the metrics that matter most, CallCabinet gives companies the ability to record and analyze across all of Zoom’s UC platforms with the click of a button.”
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