Crystal Quality® is compliant call and screen recording and quality management solution. It offers a wide range of functionalities that support various business requirements. Companies of all sizes can benefit from using Crystal Quality® to optimize business processes, resolve customer disputes, comply with legal requirements, reduce liability, increase employee productivity, and improve customer service.
Crystal Quality® helps call centers identify service gaps and improve the customer’s experience. It captures, evaluates and analyzes customer interactions, thereby increasing customer loyalty in today’s competitive business environment.
Robust and highly scalable, Crystal Quality® supports call recording solutions, from SMB to high-density contact centers, across several sites or servers, and time zones. This is achieved by unified web access to calls, screen clips, evaluations and reports. With an embedded, extensively tested recording engine, Crystal Quality® records customer interactions on a variety of telephony interfaces comprised of analog, digital, VoIP and radio, and even agent screen activities. In this way, Crystal Quality® collects adequate data from your contact center or company employees, meeting all of your needs and much more.
With Crystal Quality® Form Designer, it is simple to design agent scorecards and various dashboard-style reports in an easy-to-understand format that displays every aspect of the agent/call center’s performance.
Crystal Quality® broadens the traditional concept of Recording and monitoring systems by providing a unique application module called “Crystal Quality® Agent application”. This enables you to insert more customer data and undergo routine business procedures, or even control recording (record on demand). In addition, you can seamlessly integrate it into the existing CRM or other business system with APIs (application program interface).
A unified, web-based multimedia recording solution for both TDM, analog & VoIP environments.
Supports a wide range of telephony interfaces including analog trunk/ extension, digital trunk (ISDN BRI/PRI, E1/T1) and
digital extension, VoIP trunk/ extension, as well as discrete radios and trunked radios.