Cisco Collaboration Flex Plan Call Recording With Workforce Optimization - License - Hosted - A-FLEX-CR

• Improves agent knowledge through evaluations and feedback
• Helps to ensure customer satisfaction and loyalty
• Improves business process and performance
• Increases revenue and profitability
• Helps to resolve disputes quickly and accurately
• Provides consistent customer service levels and manages employee adherence
• Improves customer loyalty and increases revenue
• Delivers more efficient staff usage though effective scheduling
• Empowers agents to view their own performance metrics and self-serve for schedule requests
• Improves contact quality by pinpointing the need for training and maintaining or reducing labor costs

For many businesses, the contact center is a strategic connection point with customers. Each positive customer experience supports corporate business objectives, such as increased sales and customer loyalty. But with the daily pressure to satisfy customer demands, it can be a challenge to keep contact center people and processes aligned with corporate business objectives - whether it is in sales performance or profitability. To manage these expectations, it is the contact center supervisor who must deliver. It is the supervisor's job to balance the goals of the business with the customer experience and agent behavior.
To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization transforms the supervisor experience, giving supervisors access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering exceptional customer experiences.
Cisco Unified Workforce Optimization Call Recording is a recording compliance for agent performance optimization and dispute resolution - architected to meet the unique requirements of virtual contact centers. It is a simple and cost-effective call recording solution for contact centers that value speed, scale, flexibility, and/or reliability in their solutions. Call Recording enables recording of contact center agents and other IP telephony users to meet compliance requirements or verification of business processes. The Call Recording component of Cisco Unified Workforce Optimization is a highly scalable voice and screen call recording solution that supports agents, knowledge workers, and supervisors at any location.