USU  ››  Programs for business automation  ››  Program for clinic  ››  Instructions for the medical program  ›› 

Program for recording telephone conversations

These features must be ordered separately.

Call control

When keeping a record of calls , the ' USU ' program checks the special field ' Downloaded the conversation ' with a checkmark that the audio recording of the telephone conversation has been downloaded to the company's server. This means that the conversation can be listened to at any time to control the quality of work of call center operators or sales managers. The program for recording telephone conversations is an indispensable assistant in the process of monitoring the quality of work of employees.

Phone conversation with a client

The program automatically records conversations with the client. Also, a file with an audio recording of the conversation is automatically downloaded. The audio recording cannot be downloaded if it does not exist. In this case, the program for recording calls is powerless. This situation is standard and it occurs in the event that it was not possible to get through to the client. That is, there is a call itself, but there is no conversation.

It is possible to specify the need to record telephone conversations for each internal number. For example, if employees who do not communicate with customers have an internal number, you can not record such calls. This will save space on your hard drive, because audio recording files will be stored on the enterprise server.

Conversation Analysis

Recording telephone conversations with customers even includes super-modern features. The accounting system can even automatically recognize speech in different languages. This will incur an additional charge. The results of voice recognition and its conversion to text can be sent to the corporate mail of the organization or to the email address of the responsible employee.

Conversation Analytics

Conversation analytics is something else. This phrase refers to the compilation of various reportsthat will analyze the available phone calls.

Listen to a telephone conversation

Previously, we have already looked at all calls for a particular client . And now let's find out how to listen to the conversation we are interested in.

A call to the client and quality control - these should be inseparable concepts. If you do not control the quality of calls to customers, then this quality will not exist. And those who carry out quality control through listening to conversations do it directly from the ' USU ' program. Go to the ' Clients ' module.

Next, select the desired client from the top. And at the bottom there will be a tab ' Phone calls '.

Now you can select any call and at the top click on the action ' Listen to phone conversation '.

If the audio file of the telephone conversation has not yet been downloaded to the company's server, the program will automatically download it from the cloud telephone exchange . While waiting, this notification will appear.

As the download is completed, the audio file will immediately open to listen to a telephone conversation. It will open in the program on your computer that is responsible for such media files by default.

Speech analytics

You will even have the opportunity to automatically analyze telephone conversations between employees and customers .

See below for other helpful topics:

• Accounting for customer calls
• Phone call accounting
• Speech analytics
• Telephony for calling customers
• To the begining

• Download the program with interactive training