Digital Voice Recorder
ITES provides innovative solutions to record, analyze and evaluate multimedia-based communications. The solutions reveal information, enabling companies and organizations to considerably improve their value creation: contact centers enhance customer service, efficiently deploy staff and increase productivity. Financial institutions fulfill documentation requirements, achieve a higher level of legal security and reduce costs. First responders and public safety organizations enhance reactivity in emergency situations.
The software solutions are used in contact centers to continuously measure and improve the quality of customer contacts. Data from all communication levels in contact centers are collected, brought together and evaluated to help train agents and optimize customer service. Based on the content of recorded calls and screen activities, it reveals improvement potentials in contact center operations including processes, marketing, sales activities, time of reaction and problem analysis.