ITalk is an innovative provider of VoIP-based call recording, agent performance management and analytic tools for enterprise and contact centers. Our solutions protect organizations from the liability of “he/said, she/said” scenarios; provides data protection and security; and equips contact center professionals with the tools to improve their operational performance and deliver better customer service to their customers. Today our solutions are used in leading financial, banking, telecommunications, government, BPO and healthcare enterprises and call center organizations.
- Multichannel Interaction Recording: provides voice, screen, and desktop recording, as well as direct connectivity to email and IM systems.
- Quality Monitoring: automated interaction recording and playback streamlines complicated monitoring and evaluation processes.
- Agent Performance Evaluations: helps quickly identify coaching opportunities.
- Agent Training and Coaching: online training tools and integrated coaching supplements classroom and on-on-one training programs.
- Post-Call Customer Surveys: automated surveys directly follow a service interaction that provides direct and immediate feedback to the organization.
- Identifies and addresses the fundamental issues that impact the customer experience.
- Unifies previously disparate contact center, web, and enterprise systems.
- Forms a 360-degree view of its customers, employees, and processes to truly optimize the customer experience from all sides.