Skip to content Skip to site navigation Skip to service navigation

Agent Call Recording

Designed for

Agent Call Recording is ideal for contact centers that want to - or need to - monitor and record agent interactions with clients, including when needing to meet compliance requirements or delivering critical healthcare services. You can also use the service to monitor client service and identify agent training opportunities.

Features

University IT, in partnership with Verint Systems, offers a software-based recorder that provides full-time recording and compliance recording to help contact centers increase operational effectiveness, reduce liability, comply with the Payment Card Industry Data Security Standard (PCI DSS) and other industry standards, and expedite dispute resolution.

Recordings are available through a single web interface. You can search, replay, and report on calls by topic.

Feature summary:

  • Call recording: Record voice interactions with clients.
  • Screen recording: Record screen activities associated with voice interactions, such as keystrokes, data entry, and screen navigation.
  • Real-time monitoring: Monitor, record, and index calls as they are happening.
  • Encrypted calls: Calls are encrypted during recording, in transit, and when archived.

To review a side-by-side comparison of all of the features in all of the packages, see the Package Feature Comparison chart.

Rates

You will incur the following costs for Agent Call Recording:

  • One time site license fee: $955
  • Monthly cost: $19 per named agent
  • Minimum of one Workforce Manager License: $395, plus $7.50 monthly
Note: One-time implementation, consultation and professional services charges may apply, especially for new call centers that do not have a workforce management solution installed. If additional implementation costs are required, UIT will provide a Statement of Work for approval.

Get started

To request that a University IT staff member contact you to provide more service details, discuss your needs, and help you implement the service, submit a Help request.

Last modified August 28, 2017