Capacity Recorder is a secure, AI-powered call and screen recording solution that provides full visibility into customer interactions. It captures every voice and screen detail—up to three screens per agent—while offering real-time transcription, sentiment analysis, and automated agent scoring. Designed to improve compliance, reduce handle times, and enhance coaching, Capacity Recorder is a key component of the Capacity platform for workforce optimization.

Features

• Multi-Screen & Call Recording: Capture every voice and screen detail—up to three screens per agent—for complete customer interaction insights.
• Transcription & Search: AI-powered transcriptions with keyword and phrase search allow instant access to key conversation moments.
• AI Sentiment Analysis: Speaker-independent AI tracks customer sentiment to identify interactions that need follow-up or coaching.
• Secure Call & Screen Capture: Ensures compliance with secure recordings, phrase detection, and automated alerts for regulatory adherence.
• AI-Driven Agent Scoring: Automatically evaluates and scores every call to highlight important interactions and improve agent performance.
• Call & Workflow Optimization: Reduces hold times, eliminates dead air, and streamlines interactions using AI-driven insights.

Benefits

• Faster Resolutions: AI insights and real-time coaching reduce handle times and improve issue resolution speed.
• Smarter Compliance: Automated monitoring and secure recording ensure adherence to regulatory standards.
• Better Performance: AI-powered scoring and sentiment analysis help identify coachable moments and elevate agent effectiveness.
• Complete Visibility: Full interaction capture across voice and screen provides a comprehensive view of customer engagements.
• Searchable Insights: Transcripts and keyword search make it easy to find and analyze critical conversation points.