VOICE AND SCREEN CAPTURE ARCHIVE AND REVIEW PROCESS USING PHONES FOR QUALITY ASSURANCE PURPOSES

摘要

A voice and screen capture archive and review process that enables a user to manage and evaluate customer service representative interactions with customers. An audio recording and a video recording of the computer screen of the customer service representative are captured and encrypted and merged together into a formatted file. The formatted file is stored on a storage server for access by the user. Through a web based API, the user can access the stored files and playback the interaction between the customer service representative and the customer for evaluation and training purposes.