Following our company’s enterprise-wide transfer to an IP phone system, we required a call accounting system that would enable us to demonstrate the costs savings that the VoIP...

Network Infrastructure Executive at Fully Integrated International Oil and Gas Company

Interaction Recording & Quality Management

Assurance of quality customer interactions is crucial.


CTI Group has become a valued and trusted provider in the recording of voice interactions. Now, with the SmartInteraction Suite, we deliver the means for carriers, service providers, and hosted or enterprise contact centers to make those recordings actionable.  There are many applications used in the process of gaining customer intelligence, and many reasons to do so. The most underutilized of these forms is the call recorder companies utilize for regulatory purposes. More and more everyday businesses are recognizing value far beyond the regulatory protection provided by a call recorder, as they discover the mining of these calls reveals tremendous customer insight.

  • Aggregate useable data from recordings to enable marketing programs and process, product or service improvements
  • Quickly, Easily and Accurately mine recordings for trending, analysis and evaluation functions
  • Ensure standardization and coordination of processes for phone based employees and roles

It’s not just about expanding the ROI of a call recording investment, it’s about expanding your customer intelligence.

Don’t just record because you have to; record because you want to know what customers think and say to your employees.

SmartInteraction Suite

What is the SmartInteraction Suite?
 

SmartRecord®

Our award-winning true multi-tenant recording platform now with Aurix enabled audio mining and analytics with every seat

SmartListen

Audio mining allows organizations to utilize speech analytics to index recordings phonetically for easy retrieval and reporting

SmartEvaluate

Our advanced form of call handler evaluation utilizes Aurix technology to allow users to isolate calls that meet certain criteria in order to perform several key business functions

SmartCapture

Screen recording extends and completes the picture of the call handler process by linking the voice recording with the corresponding visual recording of the keystroke activity

Benefits of SmartInteraction Suite
 

The SmartInteraction Suite is built as a single product in a single architecture, not individual products integrated after the fact. This adds inherent value to process and reporting as well as licensing and scaling.

Unprecedented end user feature control and use transparency enabling flexible seat inventory load balancing and productization pricing options

CTI Group applications are designed to meet the needs of carrier grade multi-tenancy and high availability. SmartInteraction Suite ideally meets the demands of today’s multi-channel contact centers.

Deployment and Storage Features
 

The SmartInteraction Suite supports the most complex architectures:

  • Pure TDM
  • Pure VoIP
  • Blended TDM and VoIP
  • Disparate switch environments
  • Using a browser-based platform, administration and system access can be done from anywhere with no client software to install
  • Growth and redundancy can be assured by scaling any of the system components including recorders, web servers, SQL servers or storage

SmartInteraction Suite

SmartRecord Home SmartListen Audio Mining SmartRecord Recorded Calls SmartRecord Screen Recording Request a Demo