TOP Call Recording, Monitoring , Coaching, Conferencing, and Agent Text Messaging TouchStar software also manages the permanent digital recording of user-selected conversations between call center agents and contacts. These recordings can be used for quality assurance, auditing or training purposes and are stored in a digital format to prevent any loss of quality during playback. Recordings are tied to call records and can be easily accessed by searching on specific criteria. File names are recorded in the Call History Database for retrieval. Conferences can be established from any agent station to allow three-way conferencing.
Agents can interact with other agents or supervisors using an integrated text messaging system.
With TouchStar CT Server ScreenPhone, CSR's can perform basic telephony functions such as dial, answer, transfer, hold, conference and record calls all from the PC workstation and without using the telephone set or headset. The TouchStar ScreenPhone can be provided as either a stand-alone application or integrated with an existing customer care or other business database application through high level database integration tools. TOP Flexible Agent Scripting, Data Display and Collection - Configurable by Campaign TouchStar also provides a built in browser application to display agent scripting. The TouchStar Integrated Call Center Solution runs multiple campaigns simultaneously using an extremely flexible drag and drop user interface. Each campaign is fully managed from the Supervisor Station.