WorldSmart provides a variety for recording solutions for call center agents and supervisors. Agents can elect to record inbound or outbound calls from their handset, softphone or mobile phone with a simple key stroke and recorded calls can be seamlessly transferred between handsets, softphone and cell phones mid call. Calls recorded will be stored in the agent's shared storage along with emails, voicemails and digital faxes for later play back, search and sort. Agents can have storage allocated by communication type modified and have total storage increases.
Agents can set up 3 recording modes within WorldSmart: static recording which records all calls in a scheduled work day per user, random recording which is a selectable percenetage of calls to record, and on the fly recording which is always ready for any user, and any portion of a call. Call Center Supervisors set the recording mode for each agent. Supervisor’s use a web based Unified Command Center to set random and static and to control as well as initiate on the fly recordings. All calls being recorded have a visual representation of that status in the UCC graphic panel along with callers ID and queue name.
Call Center Supervisors can select the call recording mode from the UCC interface
Call Center Supervisors can actively monitor which calls are being recorded in real time
With WorldSmart's call recording service, you can record both inbound and outbound calls using one of three recording modes. You can optionally set whether a "recording beep" tone is played to either party separately.
With WorldSmart's call recording service you never have to worry about running out of storage or losing all your recordings because of a PC failure at work! All WorldSmart recordings are stored in the cloud on reliable, redundant storage servers. Any and all recordins can be downloaded to your local PC at any time.