The SMART Group utilises market leading audio and screen recording software called Verint. Verint Systems is a leading provider of Actionable Intelligence® solutions and services for enterprise workforce optimization and security intelligence, and was implemented in the organisation in 2006.

The Verint recording system provides full-time contact centre recording to The SMART Group increase operational effectiveness, reduce liability, ensure compliance with regulations and guidelines, and improve the customer experience. Flexible and easy to use, Verint enables The SMART Group to capture, index, and retrieve customer interactions in our CISCO IP based telephony environment.

• Audio and Screen Recording—Captures, stores, analyzes, and manages in a single file – all interactions, ensuring compliance with industry regulations and reducing liability and loss.

• Efficiently records and plays back contact centre calls in their entirety, including audio and agent screens. Recordings are available to appropriate management within the organisation.

• Selective Retention and Archiving—The SMART Group will retain contact centre recordings in accordance Simply Energy corporate and legal mandates.

• Reports and Analytics—Provides access to reporting information, such as trends, performance, and screen analytics.