Call Recording

Quality Monitoring

Performance Mangement

Customer Experience

goCAPTURE Performance Suite

Real-time call recording, Quality Monitoring, Customer Experience and Performance Management for contact

centers and unified communications environments

TeleFaction’s goCapture Performance suite providesa complete set of cloud based integrated solutions to

effectively manage your contact center with up-to-datecompliant interaction recording and screen capture,

agent evaluation,live monitoring, speech analyticsand customer experience management in real time.

4. IMPROVE

3. INTERACT

2. REVIEW

1. OBSERVE

TeleFaction was the best match both technically and analytically with easy integration and strong analytics through the use of the reports. They constantly provide us with usable insights for improvements.

Søren Ahrensberg, Copenhagen Municipality

Call Recording

goCapture Call Recording provides a robust and proven solution to record interactions in the contact center and back office to mitigate risks on disagreements, establish full compliance to both internal & external compliance requirements while reducing liability and loss.

Business Driven RecordingProof is often necessary to arbitrate and resolve customer disProof is often necessary to arbitrate and resolve customer dis-agreements. Having access to call recordings can provide you with the necessary facts you need to quickly arbitrate and re-solve disagreements.

goCapture Call Recording provides a fast track to success while improving the overall quality of your operation. Simple business policy-driven rules enable you to define those interac-tions you are interested in recording, capture both call and agent screen if needed, define the period you wish to retain the recording in order to improve employee performance, cor-rect flawed processes or determine corrective action on missed sales opportunities or dissatisfied customers.

Cost Effective SolutiongoCapture provides state of the art call recording at a price point which makes it possible to deliver not just to a ‘select few’ but to all users that could benefit from Voice recording. TeleFaction's flexible licensing enables companies to cost ef-fectively record interactions not only in the contact center but also within the back office. goCapture ensures that you capture the full interaction with your customers.

KEY FEATURES: – Audio and Screen capture provides full compliance with industry regulations reducing liability and loss – Random or policy based recording for quality monitoring purposes – Fast search, retrieval and playback capabilities delivered quickly to designated people in your organization – Flexible recording rules and call archiving – Minimize risk of expensive disputes and claims – Maintain an audit trail of verbal commitments – – Prevent inconsistencies and errors – Detect and prevent fraud – Proven scalability to support thousands of recorded ports – Reduced administrative costs with centralized cloud based administration and reporting across all locations – Common architecture for IP recording and traditional – Common architecture for IP recording and traditional TDM telephony

Do not leave customer experience and loyalty to chance. Your contact center is a critical and important touch point for you & your customers. Every interaction provides an opportunity to build on upon a customer relationship to help generate loyalty and drive sales.

Policy Driven EvaluationsDecide who, what and how often you want to do employee Decide who, what and how often you want to do employee evaluations with goCapture. goCapture provides flexibility in determining how many calls per agent or campaign to monitor and review or whether monitoring should be random, or if it should be selected from a subset of calls based upon call type, day or time of day.

Business Aligned Evaluation FormsCustomize forms for agent groups, call types or phone lines to Customize forms for agent groups, call types or phone lines to ensure you are evaluating what is key to your business. By marking parts of the recordings as comments, it enables your supervisors to share evaluations and thus calibrate what is best practice for future coaching and employee development.

This ensures consistency in evaluation throughout the entire organization.

Real Time MonitoringReal Time MonitoringgoCapture enables you to access recordings while a customer interaction is still taking place. goCapture performs real-time monitoring of agents as well as agents screens.

Analysis and AdjustmentgoCapture provides a comprehensive set of reporting and goCapture provides a comprehensive set of reporting and analysis tools that enable you to record, track and manage agent performance. These tools allow you to view your overall performance over time, identifying trends, making live bench-marks between teams and reviewing the impact of training and coaching while proactively identifying potential problems or discrepancies before they negatively affect your business.

KEY FEATURES: – Manage quality from interaction recording, live screen capture, agent evaluation as well as live monitoring – Ensure an accurate evaluation of employees due to requirement-based measurement criteria and ability to monitor performance – – Analyze those evaluations with extensive reporting and graphs – Improve employee performance with accurate intuative identification of personal training and coaching needs

Quality monitoring

About TeleFactionTeleFaction provides contact recording, performance optimization and advanced touch point survey solutions, which enable organizations to make sense of their customer interactions, delivering improved customer interaction, better staff retention and productivity, and im-proved quality of service. Working with proved quality of service. Working with a modular system, the goCapture prod-uct suite enables you to concentrate on analyzing your data from customers as a customer experience management system, through to working with em-ployees as a human resources training platform.

The level of usages demonstrates the flexibility of the goCapture platform.

This unique and easy to use platform allows you to gather and understand the insights of your customers, employees and partners alike. As experts in the field, you will benefit from best practice knowl-edge put into the goCapture platform. TeleFaction works with you to discover, identify, define and analyze your business identify, define and analyze your business challenges, generating realizable action plans.

Through vast experience our professional services is able to provide you with inde-pendent analysis and solution options that will enhance performance and add real business value. TeleFaction works closely with a number of the largest corporations and companies around the world.

EuropeAldersrogade 82100 CopenhagenDenmark

+45 33 30 80 30

North America511 South Gertrude AveRedondo BeachCA 90277

+1 424 254 8940

Locations

www. TeleFaction.cominfo@TeleFaction.com