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Overview

Get a clear view of your customer service operations

Vodafone Media Recording and Analytics is a comprehensive set of recording and workforce optimisation solutions. Together they help you enhance contact centre and back office performance, increase revenues and meet stringent compliance targets. The service is fully managed and our highly experienced engineers and service teams are responsible for its design, integration, migration and daily operation, including an availability and faults process. All media is stored in our data centres for compliance purposes and is accessible for analysis.


How it works

Each element of our standard package is fully managed and scalable across your enterprise with a range of standard features and options, depending on your specific needs:

  • Media recording - capture, index, search and replay high quality voice and screen interactions from anywhere in the contact centre or back office.
  • Workforce optimisation - tools that gather information about customer interactions, interpret the interactions and provide reports to inform agent training and marketing campaigns.
  • Quality monitoring - analyse customer interactions and evaluate staff performance to improve first call resolution.
  • Workforce management - sophisticated analysis that enables effective forecasting and staff scheduling.
  • Desktop and customer analytics - get valuable insight into the customer experience to help you maintain and exceed expectations.

Benefits

Get closer to your customers

Vodafone Media Recording and Analytics lets you turn information into insight. You can use data from recorded customer interactions to analyse trends, improve products and services – and, ultimately, be more competitive. You can combine real-time information with previous activity and transaction details to build a bigger, more detailed picture of each customer. You can then analyse this information to generate valuable reports, as well as content to improve marketing campaigns and grow revenue.

We also make sure you meet your organisation’s compliance needs and your industry’s regulatory demands. Vodafone Media Recording and Analytics covers communications with employees using voice, email, web chat, IM and texts. Recording happens automatically, eliminating human error. And by collecting and storing records of customer interactions, call centre managers can demonstrate compliance to regulators. This is especially useful for improving risk management, resolving disputes and liability issues.


Flexible, secure and reliable

Because Vodafone Media Recording and Analytics is hosted in the cloud, you reduce Capex costs and increase operational agility and security. IT is made simpler and you don't have to worry about creaking systems or how to meet the regulatory requirements of storing voice recordings and other forms of customer interaction, such as text, web chat and instant messages. Furthermore, it frees up your IT resources to focus on core business activities or other projects. And because it's cloud-based, you can access it remotely and scale up and down, quickly and efficiently. You also have the capacity to store the large amounts of data created by recording all your internal and external interactions in highly secure and compliant-ready data centres – without having to invest in expensive on-premise storage.

Built over geo-diverse data centres, and meshed within Vodafone’s fixed and mobile network, Vodafone Media Recording and Analytics is highly reliable and secure, and offers high up-time with carrier grade reliability. There are even options for dedicated, single tenant solutions. Vodafone’s infrastructure is designed to protect your company information. All data is held within our data centres and carried over our Wide Area Network. This service is accredited for secure Government traffic, ISO27001 and is PCI, FCA and IL2 compliant.