LiveOps Screen Recording

LiveOps, Inc., provider of cloud-based contact center technologies and talent, announces the  availability of Screen Recording, a screen recording application with cloud-based storage. For companies operating part of or their entire contact center on the LiveOps platform, Screen Recording with cloud-based storage services enables the audio and screen capture and review of any customer-agent interaction at anytime.

LiveOps partnered with ZOOM International in the delivery of this solution and the two companies have been working together for more than a year. "ZOOM has found a partner with great experience in cloud-based solutions for enterprises. There are some pretty hard problems we were able to address with LiveOps when it comes to delivering cloud-based screen recording solutions," said Simon Vostry, founder & CEO, ZOOM International. "Leveraging ZOOM International’s significant experience with delivering screen recording solutions which will now be delivered through the LiveOps cloud contact center, provides enterprises with a cost effective, scalable solution for screen recordings."

LiveOps Screen Recording requires no additional software or hardware. The application can be enabled with the LiveOps platform without the additional costs of software to install or upgrade. Moving the storage of these recordings to a secure cloud environment also eliminates the costs typically associated with traditional storage systems. As an on-demand application, companies can purchase what they need, when they need it. In addition, companies can decide how long they want or need to retain the recordings to adhere to corporate standards or industry regulations.

According to a white paper published by DMG Consulting titled Next Generation QA Solutions Take ROI to the Next Level, the adoption rate of recording solutions in contact centers is approximately 65 to 70 percent and runs at 45 to 55 percent for quality assurance (QA) applications.

"The penetration rates for QA and recording solutions are high because of the proven value and benefits from these solutions," said Donna Fluss, President, DMG Consulting. "While adoption of call recording is high, few enterprises have invested in the technology necessary to do screen capture because it has traditionally been challenging and costly to implement and maintain. LiveOps and ZOOM are now partnering to deliver a cloud-based screen capture and storage capability that can make it easier for companies to implement and use these valuable solutions."

LiveOps Screen Recording enables the enterprise to determine when and where the recording application should be used. This targeted approach to recording is for managing a variety of contact center deliverables such as administering specific customer outreach or sales campaigns, agent training, and quality monitoring. The simple web interface also allows the Screen Recording application to be configured or accessed from anywhere. With a click on the screen recording icon next to the call the screen recording audio and visual can be streamed to the reviewer. All screen recordings are integrated with LiveOps reporting capabilities.

"For companies that want to compete for and retain the business of today’s tech savvy consumers there is tremendous pressure to offer these consumers options like doing business via the Internet and smart devices. But our customers and prospects are telling us that offering tech savvy interaction options in highly regulated industries such as financial services can also come with the costly burden of capturing and retaining all audio and visual interactions," said Olivier Gachot, General Manager and Executive Vice President LiveOps contact center cloud platform. "Cloud-based storage for what could equate to thousands of recordings is quickly becoming a very economical choice for companies in these heavily regulated industries."

LiveOps provides secure audio and screen recording transmission, encryption, and storage protection for all recordings. At no time are audio or screen recordings ever stored on an agent’s desktop.

The LiveOps Screen Recording application is available to companies using the LiveOps contact center platform. Training time is less than half a day.