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Chat recording for Genesys PureConnect™

Providing the best quality customer service seems to be becoming more complex and challenging for organisations each day. Customers demand omni-channel communication options yet expect a seamless and unified experience regardless of the channel they use. At the same time, it is essential to monitor and test the performance of customer service operatives in order to provide the optimum customer experience and operational efficiency.

Genesys PureConnect™ (formerly Customer Interaction Centre (CIC)) and Genesys PureCloud™ are omni-channel platforms built to support omni-channel customer service and customer engagement. They are widely used by many call centres and customer service organisations to provide engaging customer experience and ensure business efficiency.

One such organisation is investment and insurance firm Storebrand, which asked Touch to integrate chat and voice recording for its Genesys PureConnect solution. Storebrand is, of course, required to meet its MiFID II compliance and GDPR obligations, with significant consequences for non-compliance. So, the need to record, store and access chat conversations to meet the complex compliance environment is paramount.

However, the benefit of the Touch chat recording solutionsolution is that it can support any chat system, platform or solution, and so implementing the project for Storebrand was seamless and without hassle.

The Touch Call Recording Service saves chat conversations – whether between employees and customers or between employees, meaning that it is not a complex task to ensure integration.

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Chats can be easily accessed, retrieved and managed via the Touch Web-Portal. Access control is managed to meet different needs and rules. It’s even possible to give end customers access via the same portal, to meet GDPR requirements.

Over the last decade, Touch has helped numerous organisations, such as Storebrand and other large enterprises, to meet their voice and chat recording obligations for regulations such as MiFID II and GDPR.

Quite simply, Touch can easily integrate new chat capabilities whatever your needs – including Refinitiv Eikon Messenger, Bloomberg Chat, Genesys PureConnect … in fact, any application.

So, get in touch to learn more about what we offer, particularly if you need full, omni-channel coverage. What are you waiting for? Talk to us today and find out how we can help you.

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