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The hosted InsideSales.com CTI monitoring and recording system synchronizes themonitoring and/or recording of both voice and data capturing of an entire calltransaction for quality assurance (QA) evaluation, helping managers assessresponsiveness, accuracy and overall interaction between phone-professionals andcustomers. It is the most effective method for gauging the effectiveness of inboundand outbound sales and support center services and offers a more complete solutionby supporting both voice monitoring and recording capabilities as well as the fullsuite of CRM tracking and monitoring capabilities. Recordings can be triggered bycall ratios, manager initiated events or user initiated events. Recordedtransactions can be conveniently and selectively listened to because they will beattached to each contact record in the form of a playable audio file. There are alsoreports and tools to search and backup all audio files for security purposes. SalesManagers now have a consol to view all inside sales call center agents, and canselectively monitor any call real-time. Because of the hosted/on-demand nature ofthe InsideSales.com CTI functionality, management call monitoring can occur withremote phone sales agents and managers. Additionally, there is no hardware orsoftware download required, it is all provided through the web based InsideSales.comsales management application.
"TodayÂ's inside sales centers need solutions that can leverage existing phonesystems and sales methodologies to improve the inside sales centers quality. TheInsideSales.com integrated solution is quickly deployed with a companiesÂ' existingenvironment and hardware, thus, enabling organizations to leverage current hardwarewhile providing a short learning curve that can save time and money traditionallyneeded for training," said David R. Elkington, CEO of Sales Team Automation.
The InsideSales.com Solution:The InsideSales.com CTI monitoring and recording system for sales call centerscomprises three modules:
Management Monitoring Consul Module  Enables managers to view all agentsÂ' currentstatus and time in their current status. It delivers the necessary tools to performmanagement of a centralized or remote team. Sales managers can view all active callswith a click of a button and can either be monitoring the call, or record a chosencall which can be reviewed at a later time. Voice Recording Module  Digitally logs calls, records voice and digitally stores itto the InsideSales.com servers. It stores the digitally recorded call within thecontext of the hosted CRM; all recorded call can be accessed through the web basedCRM attached with each called contact as an attached file of type  Recorded CallÂ'. Reporting and Storage Module  Allows users to find recordings based on contacts,companies, dates and times. It then allows a full download and back-up of allrecorded calls as .wav files. The tool set allow users to save file namesdynamically based on the contact name, company name, call date and time, and salesagent.
"The InsideSales.com integrated solution offers the most complete and comprehensivepackage for monitoring and recording of the agents call process, identifyingweaknesses and strengths in the agentÂ's quality level. This leverages the capturedsessions for coaching and distributed playback to agents for immediate feedback,keeping "best" and "worst" call examples for CBT (Computer Based Training) todeliver realistic production scenarios to train new trainees," said Kenneth Krogue,CSO and President at Sales Team Automation.
About InsideSales.com.
Sales Team Automation dba InsideSales.com is a leading provider of advancedon-demand applications and services that help businesses better communicate withtheir customers, partners and employees. Sales Team Automation's InsideSales.comsolution provides integrated sales force automation, customer service and support,marketing automation and analytics to help companies meet the challenges ofeffective communication with customers, partners and employees. All components ofthe InsideSales.com solution offer a complete CTI functionality enabling automationand integration in a complete system.
Sales Team Automation dba InsideSales.com offers a unique value proposition to smalland mid-sized organizations looking to enhance the effectiveness of their salesinitiatives. From our intuitive and simple-to-use Web-enabled interface to ourrobust reporting and forecasting abilities, Sales Team Automation providescomprehensive SFA tools at close to 30 percent less than other Web-based SFAapplications.
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