ADDCOM WAVE Screen Recording provides an effective solution to help track agent performance and ensure compliance with both corporate and regulatory requirements. It provides valuable insight into how agents are handling calls, identifies training requirements and reveals areas where policies and processes need additional refinement to optimise the customer experience.

When recordings are replayed, they are synchronised with the relevant customer interaction to provide a complete view of agent performance. This also enables organisations to identify that agents are fully focused on their calls or whether they are being distracted by system or process issues that impact on customer satisfaction levels. It also addresses improper use of other corporate applications.