Screen Recording Software for Contact Centers
A large portion of a customer's experience when dealing with a call center agent is a reflection of what is occurring on the agent's desktop - the customer's information pops up on the agent's screen, the agent reads from a script, the information given to the agent is entered into a help desk ticket or a CRM application. During the call the agent is expected to follow the company's policies and best practices to ensure customer satisfaction and efficient workflow. Compliment your Call Recording solution with PROXY Pro Screen Recording to provide your customers with a complete picture of what the agent is doing at all times during the call.
Improve Your Quality Management Suite with PROXY Pro Screen Recording
Quality Management
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Training/Coaching
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Workforce Optimization
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Compliance/Dispute Resolution
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PROXY Pro 8 Screen Recording Edition Features
- Key Features
Programmatically Available Functionality PROXY SDK allows you to integrate Proxy's powerful functionality-including screen record/playback, remote control/access, centralized management and security, and audit trail-into your call center solution. Enterprise-class Screen Recording Server The PROXY Gateway enables screen capture of large numbers of agent desktops simultaneously, without impacting responsiveness of agent desktops Ultra-small Recording File Size Record up to 24 hours of continuous screen activity in 1GB or less. Proxy produces industry's most compact screen recording files, making 100% screen recording economical and more realistic. Server-side Support for Terminal Services Sessions Record terminal services sessions, ensuring that remote thin clients are not bogged down by performance issues. Unannounced Recording Improve effectiveness of quality assurance efforts by capturing agent screen activity randomly, with or without alerts. Conversion to Other Formats Export recording to .wmv format for playback and editing in off-the-shelf tools. Web-based Playback Playback screen recordings in a web browser, or with standard playback options such as Windows Media Player. Supervisor Mode Monitor and take control of an agent desktop during training or live interactions to provide feedback and work collaboratively. - Components
Components
PROXY Pro Host Small software agent that runs on the CSR's desktop to capture and compress screen activity in real-time PROXY Pro Master Windows application that runs on supervisor computers allowing real-time access and remote control of agent computer PROXY Pro Viewer ActiveX application that enables screen recordings to playback in web browsers PROXY Pro Gateway Enterprise-class server that stores and manages the recordings while maintaining secure network of connections to agent machines PROXY Pro SDK Software development kit to enable partners to incorporate PROXY Pro screen recording features into 3rd party quality management applications PlatformsSupported Platforms NEW Windows 7, Windows Vista, Windows XP, Windows Server 2008, Windows Server 2003
NEW Mac OS X, Red Hat Linux Fedora 11 (running VNC server)OS Versions Both 32- and 64-bit platforms supported Legacy PROXY Pro Master is fully interoperable with previous versions of PROXY Pro Host, which support Windows 2000, Windows 98, and Windows NT SupportMaintenance & Support Contracts M&S contracts guarantee access to free upgrades and new releases, plus live technical support - Supervisor
Screen Sharing Share agent desktop with and pass input control among two or more supervisors/agents Chat Supervisors can chat with the agent and any other supervisors/agents sharing the desktop View Only Mode Suppress keyboard/mouse input on agent computer Remote Clipboard Exchange content with agent desktop using remote clipboard Remote Printing Redirect content from an agent desktop to printer attached to local computer Bulk File Transfer Use drag-and-drop interface to transfer files or entire directories to agent desktops Secure File Transfer Guarantee privacy by transferring files or entire directories over SSL to agent desktops Resume Resume large file transfers if connection is broken
