Solution: Call Centers

Recording Desktop Activity in Call Centers

With RecordTS, all desktop activity can be recorded and stored along with the agent's audio phone call session. Now it is possible to not only review a particular customer phone call, but also see what the agent was typing on their desktop at the time of the call. This is useful for training purposes, client auditing, security, and more.

Powerful API

Using the RecordTS Application Programming Interface, it is possible to link in your phone system (PBX) to RecordTS recording software so that when a call is picked up by a call center representative, the PBX will initiate recording of the representative's desktop activity during the call. Each session is stored to a separate file making it easy to search and play back the session at any time.

Playback & Review

Using the RecordTS Player, you can view any desktop session like a video, with controls like fast forward and rewind. This enables you to see everything that was done during the phone call and review the whole session quickly and easily.

RecordTS will record RDP, ICA and VNC at the protocol level. This means that the recorded files will be inherently smaller than typical screen capturing programs can offer. Also, since only changes in screen activity, etc is recorded this will lead to further reduction in overall file size.