Call recording and monitoring solutions help to train the
agents and improve customer service. They are designed to be a complete call
center solution including Predictive Dialing, ACD, IVR, and Digital Voice
Recording.
The Concept
Call recording plays a significant role in the call
centers and help monitor agent performance while performing quality
assurance tasks. Order entry verification and confirmation can be easily
accomplished when the calls are recorded. Call centers can thus, record and
retrieve phone conversations in real time. The recording can be customized
to meet virtually any set of business rules.
The call recording and monitoring systems are very scalable and flexible
Windows-based voice recorders, live monitoring and archiving systems.
Besides being fully prepared for all current and future needs, they offer
superior voice recording quality and huge recording capacity. By effectively
using this software system the organizations can manage:
- Complete contact management
- Call history
- Order entry
- Literature fulfillment
Telemation campaigns can be developed with call recording enabled on a
campaign wide basis as well as per individual agent. This system software
may also include Voice Broadcasting System, through which the contacted
party can be prompted to leave a recorded message after listening to a
message left by the IVR phone system. This message recording feature greatly
improves the productivity of call center agents while adding flexibility to
the calling campaigns.
The features of call recording and call monitoring can also be added to the
Computer Telephony (CTI) Softphone and API library, allowing application
programmers to embed call recording and retrieval features in existing PC,
Linux/Unix, or Web applications. Call recording can thus, be a standard
feature within any existing application that requires a phone interface.
Features of Call Recording and Monitoring Solutions
- Call Center recording, logging and monitoring
- Quality and service assurance
- Verbal transaction recording:
- agent training and efficiency improvements
- follow up information
- Financial and stock dealing
- Telephone order applications
- Analogue or digital (BRI/PRI-ISDN) multi-channel voice recording and
logging
- From 2 up to 64 ports per system
- Unlimited multi-system expansion
- Superior voice recording quality
- Storage at 64, 36, 25, 18, 13 and 9 kbits/s
- Encrypted and access secured voice file storage and playback
- Fully configurable recording parameters
- Built in phone book with import facility for your relational database
- Local and/or LAN/WAN call playback and monitoring
- Advanced user, application and security / access management
- Automatic multiple hard disk content and capacity management
- Extensive search, filter and storage marking capabilities
- Call archiving option for warehousing, archive management &
retrieval
- Call Recording Features
- Call center monitoring features
- Optimal recording quality and size for fast, easy retrieval
- Exceptionally large configurable storage
- Remote supervisor monitoring capability
- Complex search capabilities for call recording retrieval
- by agent
- by date
- by time
- by date range
- by time range
- DNIS
- phone number(s)
- by combinations of above
- by others
