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Conversa | Agent Controls

Annotate calls, record on demand and support audio suppression with PCI compliance

An adaptive call management solution

As understanding and optimising the customer journey becomes paramount, capturing additional information from agent and customer interactions – alongside conversational data itself – provides organisations with rich contextual information to drive actionable insights.

Through Red Box’s WorkStation Client, organisations can capture intricate details of an agent’s movement on screen to help establish process, tools, or knowledge-related blockers and enable agents to annotate calls with pre-set fields or free text.

Automated and manual suppression of sensitive payment information also maintains a focus on critical PCI compliance and customer data security.

Key Features

 

Screen Tagging

Screen Tagging

Understand agent actions on screen at different points of customer interactions to guide improvements to agent and customer experience.

 

Call Annotation

Call Annotation

Add pre-defined or free text metadata to recorded communications to support the capture of additional contextual customer journey data.

Record on Demand

Record on Demand

Configure record on demand rules for live and recorded calls, and record or discard calls for audit and compliance recording requirements.

PCI Suppression

PCI Suppression

Suppress audio during payment transactions and "mute" (blank screen) screen and video to ensure compliance and enhance customer data security.  

Channel Naming

Channel Naming

Auto-populate the channel names on your recorder based on the Windows login or Citrix User ID associated with the client PC.

Intuitive Interface

Intuitive Interface

The app can be configured and deployed as a desktop or laptop client and integrates with Conversa for ease of use.

Integration with leading CX and CRM platforms

Leverage rich insights and metadata (including annotations) captured by Conversa to fuel leading CX platforms to personalise the customer journey, drive efficiencies, identify training needs and empower agents for improved performance.

Talk to us about Agent Controls for Conversa