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
