Screen Capture
MiaRec Screen Capture allows to record agent desktop activity associated with a recorded phone call.
The call recording and screen capture are synchronized at playback so that supervisors and managers could get a complete view of agents’ interactions with customers. This provides a powerful insight into agent performance and delivers the opportunities for improving customer services.
Top features:
High video quality searchable by multiple criteria
MiaRec delivers a full-motion video, captured at variable bit rate. All recordings can be easily searched and retrieved by multiple criteria, such as date, user, etc.
Ease-of-use and flexibility
Screen recording module is easily and centrally configured and managed via the MiaRec web-interface. Administrators can define flexible recording rule and manage the quality of screen recordings to meet storage and business needs.
Compliance and security
Automated Pause and Resume functionality blacks out the screen so no sensitive data is visible on agents’ desktops to ensure compliance with regulatory requirements. Screen recording files can be encrypted to ensure customer data privacy and protection.
Storage management
Administrators can set different storage rules for call and screen captures. Large screen recordings can be deleted or stored for a short period of time only, while call recordings can be retained for compliance purposes.
Fraud prevention
Screen recording is not only the indispensable tool for agent performance management, but it also helps detect and prevent fraudulent behavior.
Modular and scalable architecture
All MiaRec solutions have been designed to be modular and scalable. Screen Capture module is integrated into the complete MiaRec Quality Management Suite for Contact Centers.
Multi-tenant, cloud-ready
MiaRec Screen Capture is designed for cloud and multi-tenant environments, offering linear scalability and high reliability. Multi-level access control and partitioned multi-tenant resources ensure data security and customer privacy.