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Call Recording for the Tax Commission Contact Center System

The Tax Commission Contact Center team has recently enabled call recording in partnership with Qualtrics.  Call recordings are now captured on the Genesys system and pushed to Qualtrics for transcripted text. From there, both audio and text is analyzed for sentiment to help the Tax Commission determine how successful they are in the customer service. This solution gives the Tax Commission valuable information on how to improve customer service for tax payers that are calling in to Tax Commission agents for support.