ORLANDO, Fla.--(BUSINESS WIRE)--Today, at the National Mortgage Servicing Conference & Expo, TeleVoice, a provider of customized call center solutions, launched TeleVoice Insight. This comprehensive call recording solution ensures compliance, improves customer service and allows servicers to quickly resolve customer disputes.
TeleVoice Insight includes:
- Call Recording: interaction recording and live monitoring;
- Agent Evaluation: call scoring and agent coaching for contact centers; and
- Computer Recording: Desktop recording and monitoring software.
Building on its 28-year partnership with Black Knight Financial Services, TeleVoice has developed integrations with the Black Knight MSP platform that are unique for call recording systems. Insight’s integrations with Director and with TeleVoice IVR can link caller loan numbers with captured recordings, making it quick and easy to locate calls associated with any given loan. Additionally, Insight can also flag one-time draft authorization recordings, providing a NACHA-compliant archive that eliminates the need for confirmation letters.
TeleVoice 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,” said Barry Hays, SVP at TeleVoice. “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.”
Through an Agent Evaluation Module, TeleVoice Insight enables supervisors to deliver essential feedback to agents through full motion videos and application-specific desktop recordings. Built-in reports allow managers to review evaluations with an agent and highlight key examples from interactions to gain a better understanding of performance trends or training opportunities along with key learning points.
Additionally, TeleVoice Insight improves job performance and agent retention through quality monitoring, in which managers can live monitor agents to provide coaching and continuous feedback. Customized scorecards and captured interactions are accessible in order to further evaluate and tailor coaching time with agents to be as effective as possible.
Established in 1986, TeleVoice delivers customized telephony solutions, including Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) to the financial services industry. Based in Houston, Texas, TeleVoice has been the call center solutions partner of industry leader Black Knight Financial Services, formerly LPS, since 1987. The company currently serves some of the largest financial institutions including SunTrust, RBS Citizens, OneWest, EverBank and Capital One, helping them to more efficiently and cost-effectively manage their customer service communication channels while maintaining full compliance with key industry regulations like SPoC.