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Single File Recording Even for Transferred/Escalated Interactions

The award winning cloud based inbound and outbound CCaaS solution from Grupo NGN, NGNCloudComm offers innovative single file recording even for transferred/escalated interactions, a robust solution for managing comprehensive interaction recordings (voice, video, chats, social media, etc.). The ability to consolidate recordings for transferred or escalated interactions ensures a seamless, cohesive record of the entire call experience. This allows for seamless tracking and auditing of customer interactions without the complexity of managing multiple files.

Single File Call Recording for Transferred/Escalated Calls

Single File Recording

No matter how many times an interaction is transferred or escalated between different agents or departments, NGNCloudComm records the entire conversation in a single file. This feature simplifies reviewing the interaction and ensures no part of the conversation is lost.

Single File Call Recording for Transferred/Escalated Calls

Enhanced Customer Experience

By maintaining a complete record of the conversation, customer issues can be resolved more efficiently, leading to higher satisfaction rates.

Simplified Call Management

Managing and retrieving single files rather than multiple segmented recordings reduces administrative burden and improves operational efficiency.

Improved Compliance and Quality Assurance

Ensuring all parts of a conversation are captured in one file aids in compliance with regulatory requirements and facilitates thorough quality assurance processes.

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Scalable Solution

Whether for small businesses or large enterprises, the system scales to meet the interaction recording needs without compromising on performance or reliability.

How It Works

NGNCloudComm utilizes advanced telephony software to monitor and record each interaction. When an interaction is initiated, the system starts recording and continues uninterrupted through any transfers or escalations, stitching the segments together into one seamless file. This recording is then securely stored and easily accessible through the NGNCloudComm interface.

Upgrade Your Contact Center Experience Today

The Single File Recording feature of NGNCloudComm revolutionizes the way businesses handle recordings by providing a comprehensive, easy-to-manage solution for all customer interactions. This feature not only enhances the quality of service but also ensures regulatory compliance and operational efficiency.

To find out more about this and how it can impact your operation, please contact us.

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(844) 464 7876