What is recording in SAP CRM-CCI - SAP Contact Center?

SAP Term: recording

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Function, or the result of it, where a telephone call is saved as a fileand can be listened to later on.

Smart SAP Assistant

• Key Concepts: 
  Recording is a feature of the CRM-CCI SAP Contact Center Infrastructure that allows users to record conversations with customers. This feature is used to monitor customer service quality, provide training and feedback to employees, and ensure compliance with regulations. 
  
  How to use it: 
  To use the recording feature, users must first enable it in the CRM-CCI SAP Contact Center Infrastructure settings. Once enabled, users can start recording conversations by pressing a designated button on their phone or computer. The recordings are then stored in the system for later review. 
  
  Tips & Tricks: 
  When using the recording feature, it is important to inform customers that their conversations are being recorded. This is required by law in some countries and can help avoid potential legal issues. Additionally, recordings should be kept secure and only accessed by authorized personnel. 
  
  Related Information: 
  The recording feature of the CRM-CCI SAP Contact Center Infrastructure is just one of many features available to users. Other features include call routing, automated customer service, and analytics tools. All of these features can help improve customer service quality and efficiency.