TeleVoice has launched TeleVoice Insight, a comprehensive call recording solution that will help mortgage servicers ensure compliance, improve customer service and quickly resolve customer disputes.
The new call recording solution offers live monitoring, agent evaluation (including call scoring and coaching) and desktop recording/monitoring. It is also readily integrated with Black Knight’s MSP platform, as the two companies have been partnering for many years.
One advantage of the integration is that call recordings can be searched and accessed quickly due to the fact that they are associated with a borrower’s loan number.
In addition, Insight can flag one-time draft authorization recordings, providing a NACHA-compliant archive that eliminates the need for confirmation letters, TeleVoice says in a release.
Insight has voice and data synchronization that permits managers to hear agent-caller interaction while observing what is being executed on an agent’s desktop.
“Regulatory requirements and increased call volumes are just two reasons servicers are striving to improve agent performance in their contact centers,” says Barry Hays, senior vice president at TeleVoice, in a release. “TeleVoice Insight gives management a reliable tool to improve their agents’ interaction with customers. It also gives them more control in observing interactions and knowing where additional training may be needed.”