Comprehensive quality management solution for insurance contact centers. Includes call recording with automatic PCI/PII redaction, quality monitoring, performance analytics, and agent coaching tools. Helps insurers optimize customer interactions during claims processing, policy servicing, and sales.
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
The product advertises automatic call recording as a core feature of its quality management and compliance capabilities. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
Manual and on-demand recording controls are typically standard for compliance-driven contact center platforms like Five9. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
No information available | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Five9 supports omnichannel recording, including voice, chat, and email, as described in solution overview. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
No information available | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Advanced search and analytics tools are promoted for locating and reviewing recordings. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Agents and supervisors can annotate and tag recordings for coaching and quality review. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective and rules-based call recording is highlighted, e.g., for PCI/PII scenarios. | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Supervisors have live monitoring features as part of quality management. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Download of call recordings is supported for quality, training, and compliance. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
No information available | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Call recordings are encrypted, and redaction of sensitive data is highlighted for compliance. | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Integrates with various telephony services including VoIP and PBX for recording and analytics. |
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Scorecards and custom evaluation forms are available for agent assessment in quality monitoring. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
Five9 includes automated quality analysis and sentiment detection in their analytics. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
No information available | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
Real-time feedback on agent performance is offered as part of the optimization and coaching tools. | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
No information available | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
Dashboards for reporting on agent quality and trends are included. | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
Flexible sampling and review logic is supported for compliance and quality checks. | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
Evaluation workflow management tools are advertised for structured review and coaching processes. | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
No information available | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
No information available | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
Built-in coaching assignment tools – supervisors can assign feedback tied to recorded calls. | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
Performance and trends can be tracked with reporting and analytics tools. | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
No information available | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
No information available |
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Five9 claims European insurance support and GDPR-ready features for data compliance. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
PCI DSS compliance is specifically called out due to support for redaction and secure handling of payment/PII calls. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
No information available | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Redacts and masks PII/PCI data for compliance requirements per marketing materials. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Audit logs and history of access to recordings are available to support compliance. | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent management tools are referenced in compliance overviews, critical for regulated insurance contact centers. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Retention rules and policies can be set and automated based on business or regulatory requirements. | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
No information available | |
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User Access Controls Role-based permissions for system and recording access. |
Platform supports detailed role-based permission controls for recordings and analytics. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
No information available | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Vendor states encryption for recordings both at rest and in transit. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
No information available | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure deletion after retention period is mentioned for compliance with data protection requirements. |
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CRM integrations (e.g., Salesforce) are available and documented. | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
No information available | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
Public API access is noted for integrations and data access. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Supports reporting integrations with BI tools (e.g., export to analytics platforms). | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Supports SSO and identity integration for enterprise access management. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Contact center integration partners like Genesys, Avaya, and Cisco are supported. | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Supports deployment in leading cloud environments. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Omnichannel recording includes support for chat/email channels. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
No information available |
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Pre-canned reports are available out-of-the-box for common KPIs and metrics. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Supports custom report configuration, as noted in analytics sales materials. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time dashboards for key workforce statistics are included. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics is advertised, focusing on sentiment and keyword extraction. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics for non-voice channels is promoted as part of the omnichannel platform. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
No information available | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Exports to PDF/CSV/XLS are standard in reporting dashboards based on user documentation. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Scheduled reports and automatic delivery are described as features. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
Custom KPIs can be tracked and reported using the platform's analytics features. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Automated alerts and notifications for quality/compliance metrics are included. |
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access control is highlighted in product security documentation. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
Supports multiple business units within a single system (multi-tenancy in enterprise plan). | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
No information available | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Users have access to a portal for self-service features such as searching, downloading, and settings management. | |
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Audit Trails Tracks user access and actions throughout the application. |
System audit trails for usage and compliance are available for admin review. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
No information available | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Web and mobile apps provided for remote management and analytics. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
No information available |
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
HA and redundancy are described as part of the enterprise architecture. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing and elastic scalability are supported for cloud deployments. | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Cloud-native scaling features are documented for spikes in call volumes. | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
Can trigger eLearning or coaching after quality review failures, as in feature set. | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
Allows supervisors to schedule and track coaching sessions within the platform. | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
Allows bookmarking and clip creation from calls for use in coaching and training. | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
Integrated knowledge base for agents and supervisors is available as part of WFO. | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
Specific tools for performance tracking aligned to goals for agents/teams are listed. | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
No information available | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
No information available |
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On-Premise Deployment Available as locally installed software within the corporate network. |
No information available | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Five9 is available as a public cloud SaaS product. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
No information available | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
No information available | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
The platform provides disaster recovery and failover as part of its reliability features. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Can specify data residency, especially for European/regulated clients per GDPR discussions. | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Supports multi-region redundancy for enterprise disaster recovery. |
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern, web-based UI is consistently mentioned in marketing and product documentation. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Dashboards are customizable for different users and reporting scenarios. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
Guided evaluation and review workflows are promoted for usability. | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
No information available | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
Contextual help and tooltips are provided within the Five9 UI. | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
Role-based UI modes are supported for agents and supervisors. | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
Quick search bar allows instant lookup of agents, calls, and feedback. |
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24x7 Support Availability Customer support accessible around the clock. |
24x7 customer support is included as a standard service. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
Assigned account managers are often provided for enterprise clients. | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Vendor offers formal onboarding, training, and continuous learning programs. | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
Documentation and user community/forums are openly accessible. | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
SLAs for uptime and support are published for all clients. | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regular product updates are mentioned in vendor communication. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Professional services, consulting, and system optimization are offered as part of Five9's enterprise services. |
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