Gartner lists Cloud Worldwide Services in Customer Service Technology Vendor Guide 2019
Gartner lists Cloud Worldwide Services in Customer Service Technology Vendor Guide 2019 as a vendor under the Interaction Recording category. Interaction recording has become more prominent over the last few years as more and more compliance regulations are being introduced.
What is interaction recording?
An interaction recorder is a software solution that captures and records customers’ audio and sometimes other correspondence such as email and social media. There are many solutions available, but not many can offer the same quality and features as our Recordia solution. Recordia has more sophisticated features such as transcription, word spotting and speech analytics. Interaction recorders are normally used for compliance and quality purposes, however many business are seeing the benefits of using this technology for insights in sales, marketing and I&D departments.
What it means being listed in Gartner’s Customer Service Technology Vendor Guide 2019
Gartner is the leading research and advisory firm in the world and is sought out by top global companies for advice and insights into future trends and business development. Gartner guides are widely used as a reference point in enterprise sales when choosing a vendor. To be listed in their guide demonstrates the quality of our solutions.
Gartner’s 2019 guide highlights key trends, predictions and give recommendations for the next few years in terms of technology within customer experience that companies should be using and investing in. Within customer service, quality is one of the most important factors; good customer service can lead to new customers and higher retention rates. Therefore, it comes to no surprise that interaction recording was included in the guide for CX technology.