IP recordings are one part of the quality monitoring and assurance package. The other is capturing activity on agents' screens for performance evaluation and review, and for examination in response to and aiding in the resolution of customer service issues.rnTelevation is a teleservices firm located in Sudbury, Ontario, Canada that provides markets such as communications and software with service and support for Canadian and US clients. It has in production 25 seats with the potential to expand that to 75 seats.rnTelevation, which is an IP shop, has been successfully using Altitude Software's Altitude UCI 7.5 but needed a system that would compliment the recording application with the capture of computer information. It also wanted to lower average handle time (AHT), enhance quality, and boost overall performance.
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