- Case Studies
Content Guru is launching new screen recording capabilities for its customers around the world, via the storm® platform. Whether deployed independently to recreate the flow of a digital interaction, or replaying screen activity in conjunction with audio recording, this new capability provides organisations with an expansive view of contact centre operations, enabling them to better understand their agents and optimise customer engagement by improving agent training and enabling scenario reconstruction around disputed events.
Content Guru’s new product announcement enables its customers to comply with increasingly strict global requirements for policing of consumer and citizen engagement. Across all sectors, particularly financial, government and healthcare, more organisations are legally required to provide full visibility over their customer interactions. Directives such as the Markets in Financial Instruments Directive II (MiFID II) place penalties on companies that cannot prove they have offered suitable and appropriate client advice. The introduction of the General Data Protection Regulation (GDPR) in May 2018 furthered the requirement for organisations to monitor customer engagement, as contacting people without their explicit consent could result in fines of up to 2% of global annual turnover. Furthermore, organisations with enhanced security needs, such as those in central government and the financial sector, require access to historical recordings in the event of legal investigations. storm’s new recording solution supports compliance to these evolving regulations, enabling organisations to record, store and replay screen activity, simultaneously with audio where required, all via a simple, easy-to-use platform.
Despite the cost and operational benefits associated with screen recording, many organisations have historically been deterred by the significant bandwidth required for video storage. With storm, agents can conduct customer interactions via any channel, from voice and SMS to social media, email and webchat, all from a single interface. All interactions are compressed into a single compact file, meaning that screen recording could take up even less space than an audio call. With the flexibility to support organisations that store data in premise-based systems or in the cloud, screen recording becomes accessible to organisations of any size. Furthermore, Content Guru’s new development provides contact centre supervisors with greater visibility over agent behaviour, allowing them to understand the strengths and weaknesses of individual agents and identify areas for training and improvement.
Content Guru’s Product Director, Richard Manthorpe, commented on this new storm feature: “We are delighted to be offering screen recording capabilities to our customers to complement their existing storm deployment. Given the evolving technological and regulatory landscape, this was a natural progression for our company. The new solution supports our customers in meeting regulatory requirements in today’s omni-channel environment, whilst providing greater insight into agent behaviour so that quality can be improved.”