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ScreenSenseTM is the industry's next-generation software solution that lets agents and supervisors record customer interactions "on demand", based entirely on what takes place on the agent's desktop.
Users can trigger a recording based on a predefined screen event (starting an application, a mouse click, change in the value of a field and so on), and tag the recording with the event type (or name) for later Business Intelligence analysis.
This unique, powerful, feature-rich, patent-pending technology is free of complex coding and API extensions, and is designed for simple installation and customization by the customer.
ScreenSense benefits include:
- Integration-free - A configuration wizard "teaches" the system how to recognize events and what type of recording to trigger.
- Works in any environment - Fully interoperable with CRM/ERP systems, homegrown applications, e-learning software, email clients or other applications running in the system.
- Unlimited trigger definition, immediately - Triggers include changes in values of form fields, opening/closing windows or applications, mouse clicks, use of functional keys, selecting an item from a drop-down menu, clicking on a Web hyperlink through a browser and more. Triggers can be defined in seconds.
- Comprehensive application support - ScreenSense supports both browser-based (IE) Web applications and traditional client/server applications.
- Simple, business-driven recording - ScreenSense answers business needs that used to require costly integration with CRM systems. For example, now all calls from customers with "Platinum" status can be captured transparently and effortlessly.
- Agent improvement - ScreenSense addresses both workflow/performance (records interactions where an agent receives cross-sell information from a pop-up screen) and analytics in the enterprise in an easy-to-use, easy-to-implement manner.
- Tag interactions - Interactions with Business Intelligence information can be easily tagged for review (for example, all recordings where the customer provides a reason for canceling a service).
For more details please click here
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