Adutante Call Recording

Transcription

1 Call Recording Contents About 2 Why Choose 3 Adutante Specifications 4 Adutante at a Glance 8 U.S. Toll Free: [email protected] International Call: +1- Fax: Mon. - Fri. 8am-6pm PST 9940 Irvine Center Drive Irvine, CA USA

2 About Company History In 1994 was launched in California as a software development consulting firm. Our first major contract was developing software for a proprietary multichannel voice recorders manufactured for the U.S. Government. With the success of the project, focus then shifted to the multichannel voice recording industry. There was a void in the small to medium size business sector for call recording software and hardware solutions. Versadial Solutions was one of the first companies to design and develop an affordable solution for these sectors. In 1998, VSLogger was officially launched as a commercial product. The call recording software provided businesses around the world with the capability to easily integrate call recording solutions into their computer and telephone systems. Since 1998 Versadial has continued to improve and expand VSLogger. With the release of Adutante in 2011, merged call recording monitoring, screen capture and desktop analytics in an integrated, easy to access web application platform. Today, has a worldwide customer base, servicing clients in government, manufacturing, telecommunications, call centers, public safety, financial services and many other industries. prides itself on our ability to offer cost saving and affordable call recording software to multiple industries. Benefits of Call Recording Reduce Personal Liability Reduce Costly Entry Errors Reduce Personal Calls Increase Business Security Improve Business Processes Conduct Performance Reviews Sales Training Improve Customer Satisfaction 2

3 Why Choose? World Wide Reach We have a worldwide customer base, servicing clients in government, manufacturing, telecommunications, call centers, public safety, financial services and other industries. Here are a few of our advantages: Voice recording software that is easy to use Non-proprietary PC hardware for ease of maintenance and scaling. Our systems support hardware from several manufacturers. Allowing you the freedom to upgrade and expand with the hardware of your choice No charge for multiple seat licenses of the remote client software Not-restrictive licensing: You pay for it once and you own it. Software can be moved to another PC, sold or leased Near 0% return rate in 12 years of business 30 day money back guarantee Recording checksum for tamper proof recording Live Monitoring: Supervisors can monitor calls using multi-tiered security permission levels Automatic archiving to DVD and network drives Reliable systems running 24/7 with redundant power supplies and RAID hard disks Visual and audio alarms Agents, supervisors and managers can be given selectable access to one or all channels and features Multi-site recording with centralized data storage access Capture caller ID, dialed numbers, SMDR, or ANI/ALI Reporting: Create and save custom reports, graphs and charts Third party verification recording No mandatory yearly service contracts Quality Control Tests and Reports and Much More 3

4 Adutante Call Recording is a reliable and powerful telephone monitoring tool designed for small to large enterprise environments. Adutante Call Recording is the perfect solution for those who need a scalable and customized system to assist them in monitoring all incoming and outgoing calls. Depending on your needs and requirements, our recorder solution can be designed to not only meet, but exceed your expectations. Our software was designed with you in mind. Adutante s user interface will reduce your overall training time and have you monitoring and conducting quality control tests for your organization within hours. Retrieve important calls quickly and easily with powerful search features, run reports, conduct QC, reduce liability, and much more. Combined with various recording engines, Adutante can monitor: Phone Calls Radio PC Screens PC Activity Web Cams Specifications Adutante Benefits Adutante Features When Combined With Our Multiple Recording Providers Simplified Adutante Call Recording Configuration 4

5 Adutante Benefits Live Monitoring Centralized control allows supervisors to watch & listen. Reduce Corporate and Personal Liability With a Call Recording System in place you can use the recorded evidence to defuse customer disputes before they escalate into costly lawsuits. Ease of Use Convenient web-based interface. Intuitive user interface allows agents and managers to be easily trained. PCI Compliance Ability to stop/pause/silence/erase recording(s) during exchange of sensitive information. Quality Control Tests Unlimited number of quality control tests can be created and graded, providing instant feedback on calling agent s productivity and growth. Multilingual Easily translated to additional languages. Power Search Filters Search and sort recordings by 12 different criteria. Exportable Reports Multiple preset reports exportable to PDF. Sales Training Grade individual or a group of calls, providing training and feedback to your agents. Easily mark successful calls and ineffective calls and export them to be used in group meetings to help train and pin-point strengths and weaknesses. Improve Customer Satisfaction With the ability to grade and monitor calls, both current and past recordings, supervisors and managers have more control over the quality of their employees and their interactions with customers. 5

6 Adutante Features Search By Extension Agent Name Multiple Recorders/Engines Date and Time Caller ID / Dialed Numbers Inbound/Outbound Direction Notes Duration Reports View and Print Reports Save Reports as PDF Preset Reports Custom Reports Playback and Monitoring Live Monitoring Quick Recall of Recent Recordings Standard Playback Controls Save and Recordings Create Private Links to Recordings for Playback Bookmark (mark section of a call) Note Tags Playback Speed and Volume Control Remote Playback, Unlimited Licenses Quality Control Grading Easily Grade Recordings Create Unlimited Quality Control Tests Unlimited Criteria per Test View Results in Percentage Grade See Average Grade per Agent and Historical Performance Centralized Recordings Access VSLogger, Desktop Assistant and SBWin in one centralized location via preferred web browser Adutante Scalability Unlimited Number of Recording Engines (Limited only by CPU and Bandwidth) VSLogger Features (Audio Recording Engine) Recording Triggers D-Channel On-Hook/Off-hook Voltage Levels VOX(voice activation) DTMF Tones Function Buttons Button Lamps / LEDs External API (3rd party) CTI Events Manual/Operator Commands VSLogger Scalability System Limitations are Derived by Number of Available PCI Slots and System Performance Max 240 Channels for Extension- Side and 256 for Trunk-Side Recording per VSLogger Recorder (Multiple Recorders Can be Combined for Larger Scale Applications) Number of Channels Can be Expanded by Simply Adding Extra Boards & Licenses Record Inputs Such as Analog, Digital PBX, VoIP, T1/E1, ISDN- BRI Automatic Notifications Storage Full Archive Full Low Disk Space and More CTI Integration Zeacom Plugin SER Plugin SMDR/CDR Adutante can grab from multiple recorders/engines across the network and site locations, providing a centralized location for recordings. Desktop Assistant Features PC Screen Capture Record Agent Monitor on Event or Manual Trigger Merge Audio Recording with Agents PC Screen Capture PC Analytics Capture PC Activity Monitor Current Applications and Last Used Application SBWin Features Remote Recording Record Individual Phones for Remote or at Home Agents Upload Recordings at End of Day or End of Call to Adutante Use Workstation Sound Card and Handset Adapter to Record Virtually Any Business Phone Type Perfect for Small Remote Office Simple and Low Cost Recording 6

7 Simplified Adutante Call Recording Configuration Adutante Server Requirements Adutante is sold as a complete system only. Speak with a Sales Account Manager to learn more about our complete system and hardware configurations. User PC Requirements Call Center Agents running Adutante Desktop Assistant PC: Minimum 512mb* OS: Windows System Requirements Remote Users/Managers OS: Windows, Linux, Mac Applications: Flash Player v10 * Screen Capture may require additional memory and CPU power Database Adutante installed with built-in default DB (Apache Derby) Customers can configure Adutante to use other DB servers, e.g.: PostgreSQL, Axion, MySQL, MSSQL ORACLE, SYBASE, SAPDB, Firebird and others. Integration Windows Active Server Directory Scalability Adutante can monitor multiple recording engines, providing a centralized location for monitoring various locations and employees. Recording Engines: VSLogger (Multiple Phones & Radio) Desktop Assistant (Screen Capture & Analytics) SBWin (Single Phone Line) 7

8 Adutante at a Glance Feature Screenshots of Adutante Web Based User Interface with Access To Multiple Recording Engines Record PC Screen - Manual, On Events or Continuous Record PC Activity Coach & Motivate Employees Using Example Recordings Monitor and Run Preset Reports or Customize Reports 8

9 Browser Based User Interface with Access To Multiple Recorders (Engines) VSLogger Desktop Assistant SBwin Easy to Use Rich Client Interface (Web Browser) Access and Control Multiple Recording Engines Intuitive Design Gets Managers and Agents Up & Running In A Short Time Record and Monitor Live Calls Record Automatically or Start Recordings Manually Recordings Capture Caller ID, Call Length & More Add Text Notes to Any Call Recording Fast Recall to Access Recent Recordings 9

10 Record PC Screen/Monitor - Manual, On Events or Continuous Increase business productivity and maintain company policy and procedures by recording and analyzing your agents pc activities. Increase Business Productivity and ROI opportunities. With Adutante Screen Capture you can have a front row seat to the daily activities of your employees. Monitor Screen Activity Analyze Data For Increase Business Productivity Manually Begin Recording Employee Screens Verify Employees Are Following Company Policy with PC Usage Add Adutante Call Recorder and Capture All Phone Calls in One Single Application With Desktop Assistant configured with Adutante, you can record your agent s PC screens. Trigger PC screen capture on events, such as an inbound or outbound phone call, or when a specific application is opened. You can also manually trigger recording the agents screen by selecting the PC monitor through the Adutante interface and click Start Recording. Snapshots of an agent s PC screen are also available via the Adutante interface, allowing the manager to get a quick peek at the agents current activity. 10

11 Record PC Activity ROI and Business Productivity are key factors when running your business. With the ability to monitor PC activity of your employees, you have a window into their daily activities. Monitor and record your employee s daily workflow and analyze what programs they are using the most during the day, week, or month. Find out if productivity is decreasing because of outside distractions. See the Current and Last Activity an Employee Had on Their PC Increase Business Productivity Run Reports on Daily Activity Verify Employees Are Following Company Policy with PC Usage Make Smarter Purchasing Decisions Based On Software Usage and Data See a Snapshot of the Current Applications Opened on a Specific Agent Run reports on an agent s overall application history and see what programs are used most often and for how long. PC Analytics can also assist with triggering events to stop and start recording when a specific window or application is activated. This feature is very useful for PCI compliance or when monitoring a specific event on the agent s PC. 11

12 Coach & Motivate Employees Using Example Recordings Improve with Quality Control Tests Create Customized Tests Run Unlimited Tests* Tests Can Grade Quality, Service and More Grade in a Few Clicks While Listening to Call(s) Pull Performance Reports for Employees Conduct Training Improve Quality of Service and Customer Satisfaction Improve Sales Techniques and Provide In- Depth Training. * Purchase of unlimited license required 12

13 Monitor and Run Preset Reports or Customize Reports Reports Keep You In The Know! Use a Number of Pre-Defined Reports or Create Your Own Customized Report Reports Can be Printed or Saved as PDF Files Customize Your Report by Date Range Select What Agents or Phone Lines are Included Display Data as Text or Graphs Compare Data by Day of the Week or Hour of the Day See Call Length, Dead Time, Performance Discover Your Busy Time Slots and Days Adjust Employee Shifts and Breaks To Accommodate Customer Influx And Much More 13

14 Ways To Record Telephone Calls Refer to VSLogger Recording Engine Brochure for in-depth recording scenarios PBX, Trunk and Handset Recording Benefits and Drawbacks for Each Recording Scenario Sample Setups & Uses for a Versadial System 14