What is It
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An application enables you to live monitor, capturing screen activities for all kinds of business purpose like service performance assurance, coaching etc. more than that, you can even remotely control agents’ desktop for immediate assistance
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Recorded video clips can be simultaneously replayed together with Audio recordings but saved separately
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A fully web based solution with unlimited scalability
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Can be seamlessly integrated into CRM or any other AI analytics applications with LockStone® sophisticated APIs
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It enables you gain more comprehensive insight into customer interactions to improve the customer experience and increase teams' performance. For example, too many silences found in audio recordings, and you are unable to address the root cause by simply replaying audio recordings, screen recording helps you uncover where exactly the gaps are, such as too many key strokes, different applications switching etc.
Why You Need It
Ensure Regulation Compliance​
More than voice interactions, LockStone® Screen Record helps you ensure customer interactions compliance with relevant industry and governmental regulations with additional visible insights.
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Remote Support, Coach
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LockStone Cap provides your capability for remote support any agents who rely on your technical savvy and expertise. Like customer questions and complains or troubleshooting issues by directly controlling remote computer desktops over the web.
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It works for agent coaching also to avoid the confusion and potential frustration of resolving issues over the phone
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Optimize Employee Performance
How are they answering customer questions? What tools are they using for the majority of their time? Are they really exploiting that new feature you recently enabled to its full potential? Screen records can also provide you with a more clearer picture of the work in progress, and help you make important decisions when time is running out or when the team is working under tight deadlines.
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Improving Communication With Prospects & Clients
When you can’t meet your prospect face-to-face (such as when you work with overseas clients), a video call is the only option. Especially if your client must discuss with his whole team or other stakeholders before making a choice, a screen recorder is a perfect solution to reach a wider audience. You can record a presentation and then share it with them all so that everyone will receive the information quickly and efficiently.
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Product Highlight
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Benefit from LockStone private owned video compression algorithm, minimize your network load without compromising the quality of screen recording
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Support all types of screen resolution, including 1920 X 1080P (Full HD)
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User defined color setting between 8 bits (256) color to 24 bits true color in order to save storage space and reduce network load
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Flexible way to record screen including total recording, sampling recording, recording on demand
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Live monitor up to 4 agents’ screen simultaneously
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Remote control agent desktop for live support
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User defined specific area of screen to be recorded
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Annotate on any selected frame or even add voice mark by external Mic
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No need to deploy a dedicated server for CL ScreenCap (less than 256 agents), save you cost
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All sensitive data will be automatically masked and recorded videos can be encrypted to conform to PCI standard
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A variety of Microsoft-native video Codec options including standard .AVI file for sharing and distribution
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Extremely easy to deploy and upgrade, all application package will be automatically downloaded from CL ScreenCap server side and executed
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Saving your license fee with CIS Unique DLA (Dynamic license authorization) seriously
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Sophisticated APIs enables you to integrate our solution into your own system smoothly
Specification
Recording Method​
Total Recording
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Any changes on screen will be detected and recorded
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Sampling Recording
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Recording basing predefined time or interval
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Recording focus on specific area of screen
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Recording on specific application
Recording on demand
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Recording initialized by authorized user
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Recording initialized by 3 party application
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Trigger to screen recording
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Call Start
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Time
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Application start
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User initialize
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API driven
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Search & Replay
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Searching criteria
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Time
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Duration
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Agent Name/Agent ID
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Extension Number
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Reference Number
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Customer Tag
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Notes
Replay
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Replayed together with record audios (If there is any )
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Replayed separately
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Forward/backward, pause/resume
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