ZOOM International

Record the computer screen of each and every contact centre agent

A visual record of completed tasks performed on a computer screen is an important aid to measure and raise the quality of services provided by contact centres. Combined with call recording, a visually recorded computer screen serves as a basis for evaluating the knowledge, ability and professionalism of a contact centre agent.

Full integration with ZOOM CallREC^®

ZOOM ScreenREC is fully integrated with the call recording solution ZOOM CallREC^®. The same user interface can set the rules for call recording and which agent’s screen is to be recorded. Integration provides easy search and replay functionality.

Easy access to recorded screens and calls with in the same user interface

The recorded calls with captured screens are marked with a small “film” icon. Clicking on the icon simultaneously plays the audio call and video screen recording. Exported recorded files can also be viewed and played in this way.

ZOOM ScreenREC integrates with Cisco Unified Contact Centre Express and Enterprise

ZOOM ScreenREC integrates with both Cisco Unified Contact Centre Express and Enterprise. This allows for the monitoring and recording of the complete contact session from the start of the initial call, to the conclusion of the ‘wrap up’ operations.

User Platform independence

ZOOM ScreenREC supports the Windows, Linux and Mac operating systems.

Standard recording format

Computer screen recordings are saved in an MPEG 4 format, supplying you with a high quality video recording of the entire session. The video quality of the recorded session is determined and set by the video resolution of the contact centre’s computer screens.

Lifecycle Management

The Lifecycle management of ZOOM ScreenREC is separated from ZOOM CallREC^®. The computer screens that are recorded by ZOOM ScreenREC require a far greater amount of readily available disc space. The amount of disc space required is determined by the computer screen resolution setting, the quality of the recorded video, and the amount of time that the video data is to be stored. As screen recordings are larger than voice recordings, they generally need to be stored for a shorter period of time.

Full integration with ZOOM ScoreCARD

Integrating ZOOM ScreenREC with ZOOM ScoreCard, a quality management solution creates another source of information that can evaluate the call centre agent’s performance. An agent’s computer screen can be tracked, measuring their speed, orientation of applications and abilities in line with CRM procedures, enhancing overall business performance.

Integration with ZOOM CallREC^® Live Monitoring

ZOOM ScreenREC, utilized with the live monitoring features built into ZOOM CallREC^®, supports the live screen monitoring of a contact centre agent’s activities on their computer screen. Supervisors can monitor and view what is taking place in real time, jumping in to support the contact centre agent in problem resolution.