![]() Real-time audio capture arms your business with advanced capabilities that provide significant and immediate business value (e.g. post-call in terms of how calls are handled and utilized. This enables automated QA and other real-time functions (such as identifying at-risk customers or agent compliance infractions) that can drive real intraday advantages and risk mitigation.Īn important component to consider is real-time vs. The other (a recording engine) serves as a capture/streaming device, which feeds AI-powered speech analytics for keyword/phrase spotting. ![]() One (a recorder) serves as a capture/playback device to store and replay the interactions themselves for various business purposes. These solutions power real-time analytics which can identify at-risk customers before they leave, uncover compliance infractions while the agent is still on the phone, enable automated QA and so on. We are viewing a recording engine as a distinct piece of software that captures recorded calls and sends them directly to a transcription engine, which then sends the transcribed text on to a conversation analytics and intelligence engine - all of which can take place in fractions of milliseconds. Yes, a call recorder has a recording engine within it, but we aren't looking at it that way right now. While you may not think so, a recording engine is quite different. Most recorders have a dynamic user interface to enable multi-criteria searching to quickly locate the calls you need most for compliance requirements, dispute resolution, quality assurance, and more. They are not necessarily inextricably linked, as they serve to very different use cases.Ī call recorder is a piece of software (or hardware and software) that captures customer calls and stores them for later replay. It's like the chicken and the egg - which came first: the call recorder or the recording engine? Honestly, it doesn't matter.
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