Contact Centre call recording solutions
Unlock valuable insights into every interaction with Opus call recording solutions
We work with a number of industry leading providers including Cirrus, Gamma, Noeticca, 8×8 and Red Box to provide a solution that will help improve quality of service, optimise operational performance and quickly resolve disputes.
By understanding what your customer wants and how they perceive the service you deliver, we can tailor call recording features to suit your business requirements and help drive continuous service improvement
Contact Centre call recording features and benefits
CLOUD BASED RECORDING
Define which interactions you want to record and capture these within the cloud. We can record entire conversation even if the call is transferred to a different agent. Being cloud based also means you can support multiple locations and remote working agents.
With the recording securely held in the cloud, these can be retrieved by any authorised person regardless of where they are. Comprehensive tools enable you to filter and search for the appropriate call and to play, pause and rewind as required.
Agent feedback is essential in understanding how the customer experience can be improved. By instantly identifying gaps in agent skills and competences these can then be assessed and improved through efficient and targeted training and coaching.
By capturing some or all interactions, we can help ensure you comply with GDPR and data protection regulations as well as any other regulatory controls. If you take credit card payments, we’ll also ensure you comply with PCI DSS regulations around capturing payment card sensitive data.
If a dispute happens, we’ll ensure you can quickly access recordings to resolve customer disputes in a timely fashion, as well as optimising best practices and governance procedures.
SECURITY & RESILIENCE
We can store your encrypted calls for as long as you want and make them instantly accessible to authorised users. This may be for legal and/or compliance purposes or for quality and process improvement and for evidencing historical transactions.
Delivering a world class customer experience
Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.
Some of the organisations Opus work with
Read our live client feedback
We work with the following partners
We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.
Our fully integrated service offering
All encompassing private and cloud unified comms solutions.
Fully managed, cloud based omni-channel contact centre solutions.
Complete business mobile solutions inc. device management and call recording.
Market leading outsourced IT, Microsoft and cyber security solutions.
Connectivity solutions including internet, SD WAN, MPLS, voice & connectivity.
Document management systems and managed print services.