Call Recording
TotalCX
TotalCX Call Recording works with any premises-based phone system or hosted PBX, including InteractiveTel’s Hosted PBX, to record and monitor every inbound and outbound call in real time.
TotalCX is a trusted call recording platform that’s used by organizations for applications, such as:
- Ensuring service quality
- Resolving disputes
- Training sales and service agents
- Complying with legal or regulatory requirements
- More!
TotalCX includes these critical features:
Recording Disclaimers automatically inform caller that the call is being recorded.
Recording Kill Switch stops a call from being recorded.
Agent-Only Recording enables call recording for only the agent.
TotalCX Plus
TotalCX transforms into a business intelligence engine when paired with these InteractiveTel apps:
- Call Tracking
- Mobile Conversation Tracking
- Conversation Analytics
Inbound Lead Sourcing
Using Dynamic Number Insertions (DNI) on all your marketing campaigns, you can:
- Go beyond tracking only the number of calls received to also the number of conversions and ROI from any marketing channel
- Stop relying solely on inbound website reporting and form fills to determining the sources of your best leads
Sales Monitoring & Optimization
TotalCX outdoes other sales monitoring systems by providing unprecedented call data in real time, so you can instantly:
- Track the number calls and leads you get by department and salesperson
- Identify sales opportunities with real-time transcriptions and alerts to buying signs
- Calculate ROI for lead sources that are converting
Service Monitoring & Optimization
TotalCX has a similar impact on service monitoring, instead of monitoring only a few calls for coaching and training, you can:
- Monitor 100% of all calls with real-time recording and transcription
- Get alerts to trigger words that indicate a customer service issue is escalating
- Take steps to intervene in real time to resolve the situation
- Decrease defection rates by addressing issues more promptly
Real-Time Reporting & Actionable Analytics
Rather than only running historical trend reports, TotalCX enables you to see conversation data in real time, so you can:
- Live Transcription delivers actionable intelligence as situations unfold
- Instantly improve sales and service interactions as they’re in progress
- Provide on-the-call coaching
- Act on data immediately, in real time, as opposed to missing opportunities or losing customers while waiting for reports
- View data your way with filtering, sorting and grouping
CRM Integration
Integrate your CRM for even more lead tracking, service monitoring and conversion probability, such as:
- Training on the things that you know are relevant to you and not pulled from a template change everything
- Utilizing the blended call tracking data WITH CRM data means more than a tracking system that simply integrates with a CRM