Cross-Channel Interaction Recording and Management

Proven, Robust Recording for Diverse Interaction-Capture Needs

• Compliance call recording– Highly resilient, secure platform for financial institutions and call centers that require continuous voice logging for regulatory compliance, risk and dispute management purposes
• Interaction-based recording– Selective interaction recording based on computer telephony integration (CTI) parameters (e.g., DNIS and 1-800 numbers, call direction) and business data (e.g., caller ID)
• Quality monitoring recording– Random, automated voice logging enabling call center managers to assess their quality of service and employ call center quality monitoring applications and processes to improve it
• On-demand recording– Manual control of call recording in real time as the need occurs

Enterprise-grade management and low total cost of ownership

• Central, cost-effective management of multi-site environments, with central user administration, reporting, playback and querying
• Enterprise scalability for all sizes and types of environments including consolidated data center and hub-and-spoke IT architectures
• Business continuity including solutions for continuous call recording, call archiving, and disaster recovery
• Centralized storage management integrating with enterprise storage systems and leveraging existing resources
• Powerful data security including end-to-end media encryption, strong user authentication and server hardening
• Server and client virtualization to reduce the amount of resources consumed