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Eddie Rodriguez
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 4
Chris Deren
Hall of Fame Master

You will need a recording solution, solutions to consider:

Cisco MediaSense

Verint

Nice

Calabrio

CallCopy

etc.

Chris

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

Calabrio and CallCopy.

david.macias
VIP Advocate

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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