Design And Implementation Of Screen Recording And Monitoring System (UNI-SCRN) For A Customer Contact Center

Custom contact center has played more and more important role in modern enterprise's marketing. A new generation of customer contact center is based on the current information technology enterprises operating more popular B / S structure. Currently on the market, the focal point of the call center is more than simple applications, and Unicall system is a customer-focused, task-oriented, multi-channel, one-stop, to enhance marketing of multimedia customer services seats, is the type of collaboration Customer relationship management system, adopt the business systems and operations, analytical CRM integration, and enhance the quality of customer service.This paper introduced by UNI-SCRN recorded Unicall screen system is based on the platform of a development application. In order to solve the seats is not high management efficiency issues. The primary function of providing a monitoring seats, screen recording, a white board and inspect the screen, and other functions were recorded.UNI-SCRN seats screen synchronization software through the seats of the screen remote surveillance / control, recording the screen seats on the seats to complete the work of the quality inspection work, the call center staff can be the agents of the screen simultaneously, to monitor the work of seats And through the screen to regulate the business seats with the steps through the voice recording, screen in the screen, call center staff can be completed on behalf of seats on the all-round monitoring, greatly improving the call center working quality and efficiency.