E= MCR (Multi-Channel Recording)

Albert Einstein is famously attributed to have said: “If I had only one hour to save the world, I would spend fifty-five minutes defining the problem, and only five minutes finding the solution.”

In today’s contact center ecosystem, one of the main problems is to make legacy and new systems coexist with recording, analytics, and cloud platforms and the struggles that are generally related to integrating multiple technologies such as CRM and telephony. To fix these issues, vendors of all flavors invest in strong partnership models and APIs to ensure that all the disparate pieces of software can work together.

Great idea! Yet, the implementation of an API can be complex due to the technological complexity of the environment, the risks associated with such implementation, the high-time consumption, and the system’s diversity – there is such a great variety of software in our industry and given that every system has its own logic, every integration has its unique challenges. I won’t even get into the costs of such projects, that can sometimes neighbor 6 figures!

The Problem Is to Know What the Problem Is

To me, and to the customers that I speak with regularly, the problem is not so much about integrating all the systems together, it’s about gaining value from each of them and orchestrating the systems into one coherent symphony whose goal is ultimately to offer optimal customer experience. No one really cares how it all works or what system it is using, they just want to be able to tell the agents in real-time if there is a problem with the audio that may impact their compliance, if the person calling is a fraudster impersonating a customer, or if they should use a specific disclaimer for a specific sale enabling them to take direct action.

Now, I am no Einstein, but it seems that the solution is not only about integrating more systems, as it is about giving the right information to the right person at the right time.

Bypassing complexity to bring immediate value

For this reason, we have put together a new agent dedicated application called IntelliAgent. As it brings key information to the agents about the recording for compliance and for authentication and bypasses the complexity of developing and installing the API on top of the CRMs. As a stand-alone client, the IntelliAgent uses the information triggered from the Engage platform and our premium API but does not require cumbersome development and installation.

More than that, IntelliAgent closes the loop by powering better data management practices as agents can tag the interactions according to their content, whether they process credit cards, or private information or consent. As such, it creates a virtuous cycle within which IT, business and compliance initiatives meet. In other words, Multi-Channel Recording (MCR) really does power efficiency and energy in the contact center.

To discover more about IntelliAgent, schedule a demo with us today!