Veritape Call Tagging features and functionality

With Veritape Call Tagging, you can integrate call recording with existing applications such as:

• CRM
• Sales Order Processing
• Contact Management
• Market Research Software
• Telemarketing and Telesales Software

And it's easy - really easy. Most of Veritape's customers who use Veritape Call Tagging (and more than 70% do) implement 'call tagging' functionality and achieve full integration with their existing systems within 3-4 hours. No complicated APIs, no tricky pseudo-scripting languages to learn. Simple.

With Veritape Call Tagging, you can:

Store your own data with every call, automatically

• date/time
• phone number of person calling (some don't allow this)
• phone number dialled (some don't allow this)
• call duration

With Veritape CallCentre you can also find calls by:

• telephone extension or workstation number
• the person who made/took the call (this is absolutely vital for training)
• a number of other fields

However, none of these uniquely identifies the caller/customer. Therefore, retrieving a vital call may mean searching through 20-30 calls to find the one you want.

When you also use Veritape Call Tagging, you can retrieve calls using data that is relevant to your business. For example:

• Customer ID
• Support Ticket number
• Mortgage reference number
• Invoice or sale number
• Type of call (for example Sale, Enquiry, Wrong Number, Went Through To Answerphone, etc)
• And anything else you wish to

By 'tagging' each call with this type of data, the call can be retrieved using a single search. In fact, all the calls on that account or policy can be retrieved and replayed, providing an important history of the account.

This feature is also vitally important in handling customer complaints. The ability to review the entire history of an account or policy will allow the customer services department to clearly identify how the account has been handled and address the complaint appropriately.

Give your Agents the ability to manually enter data about calls

• comments
• choosing a call type from a pop-down box
• ticking a box to show that a customer wants a callback, or an information pack sent in the post
• ticking a box to show that this call is a threat, or abusive
• choosing one or more items from a list of choices (for example "Send information pack", "Add to email list", etc)

The form itself is fully configurable to show any information you wish, and size and location on screen are adjustable to your requirements.

(In fact, many of Veritape's customers use this feature as a mini-CRM system.)

Automatically start and stop recording at any time during a conversation

• you only want to capture the financial details of a transaction (like credit card details, etc), and not the 'sales pitch' beforehand
• you only want to record the customer giving verbal authorisation for a transaction
• you only want to record details of an appointment arranged for a salesperson, to email to the salesperson

By using Veritape Call Tagging, you can easily link your existing scripting or CRM package with Veritape CallCentre to ensure that only the relevant portions of calls are recorded.

Automatically record only certain types of calls

• one of your customers explicitly prohibits the recording of their calls, but all your other customers want recording
• you do not wish to record general enquiries, but sales calls must be recorded
• you run a confidential advice line which you don't want to record, but you do wish to record customer complaints

Veritape Call Tagging allows you to decide which type of calls to record, and which to ignore.