Call Recording
Datapoint's call recording solutions range from voice only recording to those that can record online chat and collaboration sessions. Co-ordinated screen capture is also available. Some can even record the interaction between a customer and an IVR service. The solutions will operate in either TDM or VoIP environments.
Call recording enables interactions to be stored, classified, evaluated and analysed in conjunction with any associated call data. The range of solutions scale from single site operations for twenty seats up to in house, multi site thousand seat deployments. They can also be used for monitoring outsourced partners or home based agents. Although usually deployed in the call centre environment, they are also suitable for any customer facing team.
Recordings can be organised in a number of ways. Voice/multi media recordings can be automated for any groups of agents or type of service. They can also be triggered by an event, time based/random sample business rule, interaction characteristics or initiated on demand by agents or supervisors. Easy Search And Playback Functions
Recordings are available via dashboards which can be customised according to role. Specific recordings can be searched for based on recording classifications or by call content when speech analytics is used. The ability to identify fraud, emotional interactions and/or unusual patterns of either agent or customer behaviour means that 100% call recording is now increasingly accepted as best practice.
In compliance situations, the call recording system must be designed to record all calls. and calls must be correctly tagged with appropriate information to allow staff to find and replay the exact recording rapidly. Ideally all recorded calls should be indexed and archived centrally using network attached storage devices making the process of retrieval as effective as possible.
Datapoint also provide the following services specific to call recording solutions.
- Installation and maintenance of all recording types, whether they are trunk side, extension side or VOIP
- System upgrades and refreshes to benefit from latest functionality and features such as media encryption to meet PCIDSS (Payment Card Industry Data Security Standard)
- Implementation of centralised archiving solutions to help reduce IT effort and cost on local recorder tape management
- Call recording analytics for performance and quality management.
- Single maintenance provision for both PBX/ACD and call recording to reduce IT effort and cost
- Advice on the best use of call recording technology
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