SMB Call Recording

Submitted by admin on Tue, 07/27/2010 - 13:36
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Reliable Call Recording for Smaller Centers

Small to medium call centers (SMCCs) must record calls just like larger centers. They face the same compliance regulations and are exposed to the same financial and reputation risks. Yet, traditional, reliable call recording solutions are typically designed for large call centers and do not fit SMCCs’ smaller budgets.
 
NICE Recording eXpress is a call recording system made for SMCCs. It delivers comprehensive call recording SMCCs can rely on, without breaking the bank.
Understanding SMCCs' needs for reliable, low-cost call recording, NICE developed NICE Recording eXpress. A cost-effective, easy-to-install compliance and liability recording system, it uniquely enables smaller contact centers, back offices, trading floors and branch environments to:
 
  • Record customer calls in individual offices or throughout branch offices
  • Play back calls for quality management or dispute resolution
  • Evaluate calls for agent quality of service and customer satisfaction initiatives
  • Archive calls locally or remotely for future investigation or litigation

 

SMCCs count on NICE Recording eXpress to keep IT costs down because it:

 

  • Is an all-in-one, single-box system
  • Operates on a standard commercial server
  • Deploys quickly and easily
  • Can be maintained either locally or at a remote data center
  • Supports existing voice over IP (VoIP), TDM and hybrid networks
NICE Recording eXpress helps SMCCs to:
 
  • Comply with regulations requiring recording
  • Resolve disputes and strengthen legal defense
  • Enhance operational efficiency through quality management
  • Improve agent training to increase customer satisfaction
  • Document important information related to business activities related to customer interactions
NICE Recording eXpress features open, non-proprietary architecture and operates on a single, standard commercial server. In addition, it offers SMCCs these best-in-class capabilities:
 
  • Support for TDM, VoIP and hybrid telephony environments
  • Call metadata capture via on-board computer telephony integration (CTI) and line signaling (D-channel)
  • Open, non-proprietary architecture
  • Centralized configuration, storage and monitoring
  • Highly secure data encryption
  • Full virtualization support for VMware™
  • Easy-to-use, intuitive web-based applications
  • Support for multiple languages
  • Built-in quality management application