One platform. Any channel.
Excellent customer service needs continuous quality assurance and training so the right tools are essential. In addition to comprehensive call recording capabilities, Touch also offers a valuable additional package - Quality Management Service, or QMS.
QMS is an automated solution that helps organisations evaluate customer calls, ensure compliancy with relevant legislation and assess employee performance in an efficient and structured manner. It’s a key tool in any quality system.
QMS allows you to perform quality management and evaluation sessions, based on call analysis. It enables organisations to evaluate performance and helps boost the training and coaching of employees.
Touch has traditional team leader evaluation capabilities and modern self-training features for agents to review their own calls in active self-learning sessions. QMS automatically selects calls according to a pre-defined schedule and creates a playlist for team leader and/or agents for evaluation.
All of your customer interactions, together in a single, secure environment
Ensure your call recordings are compliant with MiFiD, Dodd-Frank and GDPR
Since QMS is fully integrated with Touch Call Recording Service, all data protection requirements are automatically handled by the service, ensuring compliance with relevant legislation, such as GDPR.
Integrating QMS makes a positive contribution to organisational development and efficiency, as well as ensuring you meet compliance goals. QMS is available as an easy-to-adopt extension to the Touch Call Recording Service.
Evaluation forms are provided with a call playback window for easy assessment and actionable feedback
QMS service is flexible and can be adapted to the specific training programme of different companies
Touch is an expert team, focused on smooth delivery and industry-leading customer support
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“Touch Call Recording Service is tailored to meet our customers’ business challenges with seamless and flexible recording capabilities.”
“Our dedication to customer support has allowed us to develop and nurture long-standing relationships with many of the region’s leading enterprises and regulated organisations.”
“Touch Call Recording Service is a complete, integrated solution for multi-channel and omni-channel recording. Touch is available to any business and enterprise.”
“As the first business to launch call-recording-as-a-service to the Nordics we understand the specific, often unique requirements for recording of fixed, mobile and digital channels. We deliver, every time.”
"Call recording is a fast evolving business so you must be agile to keep pace. Our fast deployment of new channels and compliance regulations means peace of mind for the future."