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Integration

Video REC for Ressolve

The integration of Video REC with Ressolve enhances your Speech Analytics processes and business data audits.

  • Conversational Analytics

    Video REC with Ressolve revolutionizes data, enabling advanced insights with the Ressolve platform.

  • Enhanced Omnichannel Experience

    Ressolve detects patterns, identifies improvements, and extracts valuable data about customer behavior.

  • ROI Maximization

    Video recording improves ROI through detailed analysis for training and strategic decisions based on visual metrics.

About Ressolve

Ressolve is an innovative case management and customer experience platform that analyzes and optimizes contact center service processes. Specialized in efficiently resolving complex requests, Ressolve integrates artificial intelligence, data analysis, and collaborative tools to deliver an exceptional customer experience. The platform stands out for its ability to reduce management times, improve resolution accuracy, and provide valuable insights through its advanced conversational analysis and performance monitoring features. Its solutions adapt to various sectors including financial services, telecommunications, and healthcare, with a focus on continuous improvement of key performance indicators (KPIs) to maximize customer satisfaction and operational efficiency.

Ressolve Website

Compatible Solutions

- Ressolve Platform for conversational analysis - Integrated Speech Analytics tools

How Does Video REC Integrate with Ressolve?

The integration of Video REC with Ressolve is implemented through a sophisticated Post-Processing connector architecture, specially designed to ensure a bidirectional and continuous flow of information between both technological platforms. This architectural design not only facilitates data transfer but also optimizes the subsequent processing and analysis of captured interactions. The high-quality video recordings obtained through the Video REC system are securely and automatically transmitted to Ressolve's advanced analytical infrastructure, where they undergo exhaustive processing using specialized Speech Analytics algorithms and pattern recognition to extract insights of great strategic value. This integrated technological connection allows the conversational metadata elements and audio components of the recordings to significantly enrich analyses, thus generating a holistic and multidimensional perspective of each interaction, along with a meticulous and detailed transcription that precisely documents all relevant aspects of customer communications.

Video Recording Modes

- SPLIT RAW Recording - SPLIT WAV Recording - SPLIT MP4 Recording - SPLIT MP3 Recording

Benefits of Integrating Video REC with Ressolve

  • Enriched Video Analytics

    By integrating visual data with Ressolve Analytics, it allows evaluation of non-verbal behaviors and facial expressions, offering a completely new dimension to customer experience analysis and improving the accuracy of quality reports on customer satisfaction index (CSAT).

  • Multimodal Transcriptions

    Combines video recordings with accurate transcriptions that automatically identify participants, facilitating advanced searches by keywords or specific moments of the interaction for audits and subsequent analysis, to improve First Contact Resolution (FCR).

  • Visual Regulatory Compliance

    Documents with visual evidence the compliance with regulatory protocols in sectors such as banking, insurance, and healthcare, reducing legal risks and strengthening verification of critical procedures during customer interactions, improving Average Handle Time (AHT).

  • Automated Predictive Analysis

    Implements AI models that analyze audio patterns from video calls to predict future customer needs, reducing churn rate by 18% and increasing cross-selling opportunities through personalized recommendations based on language and tone of voice captured during previous interactions.

Key and Differentiating Features

  • Batch Management

    Centralized system that automates tracking and resolution of periodic loads, allowing intelligent assignments and customizable workflows according to case type.

  • Speech Analytics

    Voice analysis engine that processes conversations to detect patterns, sentiments, and keywords, providing detailed information about the customer experience.

  • Performance Dashboard

    Visual interface with real-time metrics that displays critical KPIs such as resolution times, customer satisfaction, and agent efficiency.

  • Predictive AI Assistant

    Recommendation system based on artificial intelligence that suggests solutions and steps to follow according to the history of similar cases previously resolved.

  • Omnichannel Integration

    Ability to unify data from multiple communication channels (voice, chat, email, social media) in a coherent and complete view.

  • Conversational Analysis

    Tools that evaluate the quality and structure of conversations to identify opportunities for improvement and emerging trends.

  • Workflow Automation

    Creation of automated workflows for repetitive tasks, ensuring consistency in processes and reducing audit times.

  • Audit and Compliance

    Specific functionalities to guarantee the traceability of all interactions, facilitating audit processes and verification of regulatory compliance.

Security and Privacy

Video REC for Ressolve offers a multi-layered security system designed for highly regulated environments such as banking, insurance, and healthcare, implementing end-to-end AES-256 encryption with a private architecture of dedicated nodes per client. It operates on an AWS environment with ISO 27001/27017/27018 certifications, ensuring data sovereignty through regional storage in customized S3 buckets and 99.99% availability thanks to its multi-region architecture. It complies with GDPR, HIPAA, PCI DSS, SOC2, and CCPA regulations, providing detailed logs for audits and access management via SSO/SAML, while Video REC offers multi-level storage (S3 Standard, Intelligent-Tiering, and Glacier) with secure processing via SFTP/API and asymmetric encryption that guarantees confidentiality in large-scale operations.

AWS Technology Partner

Interactive Powers is a certified Amazon Web Services (AWS) partner. Our strategic collaboration with AWS allows us to offer our customers significant competitive advantages: reduction in operational costs, dynamic scalability according to demand, and accelerated deployment of infrastructure as a service (IaaS) with maximum security and performance.

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