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QUoTABLE NoTES

Why we do what we do

spoken
If you think about the way customer service over the phone is handled today, it is the opposite of the way you would do it if you could. Today, most companies use their live agents, their costliest resources, to answer the simple questions, and automation to try to understand the more complex issues about why people are calling. It really should be the other way around.
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Gilad Odinak, CTO, Spoken

Spoken

Dual Channel Call Recorder

  • Functionality: dual-channel, end-to-end, full call recording
  • Use case: supercharge agent performance,  maximize quality assurance

Dual channel diagramSuper charge your quality assurance program with this addition: Spoken's unique dual-channel full-call recording solution. Other call recorders provide only part of the call on one file, so agent talkover can't be clearly discerned. With Spoken's Dual Channel Call Recorder, every moment of the call is recorded, including interaction with the IVR, transfers, hold time, and agent interaction, so call center managers can maximize quality assurance with the complete picture of the caller experience.

Spoken's Dual Channel Call Recorder is unique: calls are recorded on two separate audio channels, so agent and caller usage and talkover can be separated and analyzed for quality assurance.

dual channel call recorder

Maximize call center quality:

  • Analyze agent and caller audio separately
  • Maximize quality assurance
  • Track entire call, end-to-end, including IVR and transfers all in one file--get the full picture
  • Improve agent performance
  • Simple integration

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