Screen Recording
With Enkata Screen Recording, you can record and view the on-screen activities of agents as they work at their desktop and get a complete picture of agent and application performance. Screen recordings are temporarily stored as a video file and transferred to the ‘cloud’ for longer-term storage (using Enkata’s Cloud Storage product). You can access these recordings from any location for real-world insight into what each agent is doing during conversations with customers, as well as how well agent applications are performing. Armed with detailed information, you can determine the best coaching, training, and QM opportunities to reduce operational expenses.
Enkata provides the only SaaS-based screen recording product on the market. Leveraging our Screen Capture product, the software records and stores targeted desktop work by agents. This functionality is coupled with Enkata’s analytics tools, enabling supervisors and QM professionals to see what’s really going on “behind the scenes.”
Now you can quickly pinpoint the right interactions and agents for targeted coaching, training, and best practice circulation, as well as the right applications for upgrades, performance improvements, and more.
Enkata’s Screen Recording software is integrated into a full WFO suite supporting both contact center and back-office operations – so you can:
Only Enkata offers secure storage of screen recordings in the cloud, which reduces storage costs and enables you to quickly and easily access recordings from any location; easy access is especially valuable when you have multisite operations or use home-based agents, as you may not otherwise have the ability to monitor agents while they are working.
Enkata’s Cloud Storage enables you to reduce capital investment costs, enjoy exceptional scalability and simplified maintenance, and consolidate across multi-site, multi-platform, multi-vendor environments.