LifeCare Assurance selected Impact 360 Recording from Verint® Witness Actionable Solutions™ to capture the calls coming into its California contact center. This solution provides LifeCare with robust, reliable, full-time IP recording, a wide range of monitoring methods, and the opportunity to share information and use recorded calls in training and coaching programs across the enterprise.
LifeCare leverages a wide range of Impact 360 Recording’s monitoring methods. The company records all interactions, and supervisors and managers play back and evaluate sample interactions from a quality standpoint. With the press of a button, agent service representatives (ASRs) and supervisors can record a call from beginning to end — even if they press the button after the call has already started.