Aspect Via vs NetFortris Call Recording comparison

Aspect Call Center Automatic Call Distribution (Inbound ACD Systems) automates the entire inbound customer interaction - from self-service, to contact routing, to agent skill selection, to contact recording and post-inquiry surveys. Automatic call distribution (ACD) is used to direct incoming calls (or other channels) to the appropriate service agent. This particular system is designed to help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller. Some of the rules that help ensure quality include geographic matching, customer self- selection by IVR or by routing a customer based on account ID or ANI. An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.

Using NetFortris Call Recording, business calls can be easily and accurately recorded, on-demand or constantly through "always-on" functionality. Recorded calls can be played back through our easy-to-use web interface and offers single or multi-site support, a reliable and scalable architecture, secure data access, and advanced search capabilities.