Build stronger customer relationships through your call center

IPSA’s convergence solutions feature advanced applications for massive conversation recording either on demand or full time, compatible with most existing technologies. The solution’s monitoring and analytical tools allow you to evaluate quality of service, and they can be integrated with your enterprise applications to improve the management efficiency of your telephone contact system.

Recording solutions

IPSA Soluciones de Convergencia’s professional recording systems can be tailored to both low user volume environments and corporate environments requiring massive conversation recording involving thousands of users.

The recording platform is capable of handling the various types of data entry available on the market today:

• Analog links and extensions.
• Single or multi-channel digital links and extensions.
• IP-Trunk gateway supporting VoIP.
• Radio systems.

These solutions also support selective, bulk and on demand recording methods using various criteria:

• Bulk recording based on links or extensions.
• Selective rules-based recording according to business or CTI parameters.
• On demand recording, based on API links from the customer workstation.
• Screen recording.

IPSA Soluciones de Convergencia’s recording solution also includes effectiveness enhancing modules:

• Recording search and retrieval.
• Dialog monitoring and evaluation.
• Language recognition and content analysis.

IPSA Soluciones de Convergencia’s modules integrate powerful management tools for analyzing quality of service and detecting possible deviations from established protocols and standards and the reasons behind them.

This enables your company to correct possible problems at an early stage, before they are allowed to have a greater negative impact.

From an internal point of view, the management tools integrated in IPSA Soluciones de Convergencia’s platform are also highly valuable as a way of raising the qualifications of your call center staff