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
