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Cisco Employee

UCCE Call Recording

 

Hi,
 
I have a customer that has a help desk and is interested in a UCCE solution, but they are requesting the following.
 
 
- When a customer calls their help desk to open a case they want to record the conversation, and be able to attach the recording to the case. This way when the technician receives the case they can hear the issue the customer is having.  I see we have various solutions but want would fit for 10 agents.
 
Thanks 
4 REPLIES
Hall of Fame Super Silver

You will need a recording

You will need a recording solution, solutions to consider:

Cisco MediaSense

Verint

Nice

Calabrio

CallCopy

etc.

Chris

New Member

Chris:What call recording

Chris:

What call recording software have you had the best success with in integrating w/ UCCE?

I will say that I have had terrible success w/ NICE, so I'm looking for an alternative.

 

Sincerely,

Ryan

Hall of Fame Super Silver

Calabrio and CallCopy.

Calabrio and CallCopy.

With a little bit of know how

With a little bit of know how you could probably write this yourself using MediaSense. Otherwise the vendors that Chris mentioned should be able to do this for you.

 

david

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