Contact centre call recording solutions

Call recording is an essential tool for any contact centre. Not only is it a vital for supporting agent training and improving customer service, but it also protects an organisation from possible disputes by providing a reliable record of a conversation and/or transaction.

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.

ANYWHERE PLAYBACK

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

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.

SATISFY REGULATIONS

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.

DISPUTE RESOLUTION

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.