JSCIB “Ukrsibbank”

In this Bank we have implemented ZOOM CallREC® telephone calls recording system for simultaneous recording of 160 agents of the contact center. CallREC® ensures close integration with Cisco Unified Contact Center both in Express and in Enterprise versions which allows searching of registered calls by the agent’s name, qualification group, waiting time, efficiency of agent’s operation and many other parameters. This integration makes CallREC® application a comprehensive system for contact centers. In order to estimate quality of agents’ operation, their efficiency of interaction with Bank Customers, we have installed ZOOM ScoreCARD® software module.