Screen capturing

Oxilio's innovative screen capturing system can be used in traditional or IP telephony environments. Oxilio's solution captures the agent's screen activity as it occurs. It combines video recording of the screen with voice recording of the agent to provide an accurate and complete snapshot of the customer/agent interaction.

Here are some of the benefits of screen capturing:

• Decrease overall customer service costs-reduce overall request handling time by ensuring that agents are knowledgeable and competent in using the applications
• Improve performance of applications-assess the reliability, performance, efficiency and response times of applications
• Increase training quality-compile examples illustrating the best and worst call or use of applications and use these as training material for new hires or refresher training for agents already working for the organization
• Increase monitoring productivity-make monitoring activities easier and faster by having the full picture of agents' interactions
• Reduce data entry errors-monitor the wrap-up coding and data entry to ensure accuracy by cross-checking screen information against voice information
• Reduce customer erosion rates-get a true picture of employee interaction to improve customer service quality.
• Achieve consistently high service standards across multimedia interactions-include chats, e-mail correspondence and instant messaging discussions to take advantage of additional monitoring measures and extend the promise of customer satisfaction to these media
• Transaction verification-use screen recording to demonstrate that the agent has acted correctly when entering or retrieving data

Industries that can benefit from screen capturing

• Finance
• Insurance
• Contact centres
• Healthcare
• Public safety
• Justice
• Retail