Call recording for IP telephony and contact centers

Transcription

1 IP Slutins, pure and simple. Call recrding fr IP telephny and cntact centers ZOOM CallREC is a rbust IP telephny call recrding slutin. It is suited t enterprises f all sizes as well as hsted envirnments, frm grups f nly a few users up t distributed installatins cvering large gegraphical areas. ZOOM CallREC 3.2 is cmpatible with the Cisc CallManager, versin 4.1(2). G t fr disclaimer.

2 ZOOM CallREC 3.2 is cmpatible with the Cisc CallManager, versin 4.1(2). G t fr disclaimer. ZOOM CallREC CallREC is call recrding sftware slutin fr IP telephny and cntact centers. It features an intuitive web-based user interface, call life-cycle management, user access based n rles and privileges, ttal and n-demand recrding and mre. CallREC can be als deplyed as fully hsted slutin fr IP telephny service prviders. Designed exclusively fr Cisc IP telephny, ZOOM CallREC is a 100% sftware slutin which runs n standard Intel/AMD hardware. The CallREC advantage ZOOM's design philsphy is simple: we welcme ur custmers' suggestins fr imprvements and we strive t implement them. N design cmprmises specifically written t supprt Cisc IPT recrding in enterprise and hsted envirnments. Scalable and distributable t grw with yur needs. JTAPI interface CallManager cnnectivity the nly way t guarantee 100% recrding. Silent Mnitring feature enables yu t listen t live cntact centre calls. CallREC ffers pssibility f selective call encryptin t prtect yur sensitive recrding. N additinal hidden csts fr using strage space, number f recrded calls etc. ZOOM's dedicated service and supprt department is available t prvide 24/7 assistance. Multilingual supprt, with extra languages supplied n demand. CallREC fully supprts SIP, which is fast becming the standard fr VIP. CallREC fr Enterprise Deplyment ZOOM CallREC has been specifically designed as an IP PBX slutin fr all sizes, frm small cmpanies t cmplex call center netwrks. CallREC delivers easy user management and seamless integratin with call center applicatins and CRM systems. CallREC's unique Pre-recrding functin allws management users flexible, n demand call recrding functinality alng with the added security f PIN prtectin. CallREC fr Hsted Envirnments ZOOM CallREC is suitable fr hsted envirnments, making it ideal fr prviders ffering IP telephny r utsurced PBX services. Prviders can deply the slutin centrally, partitined int virtual call recrding slutins fr individual custmers. Each custmer then enjys web-based access t a cmprehensive list f call and recrding management features, withut the need fr any hardware r sftware installatin. The slutin can handle thusands f cncurrent calls, and s can grw with yur cmpany's success.

3 Recrding management The general user interface shws basic infrmatin abut recrded calls. Recrdings can be played, anntated, exprted and deleted, all frm ne page. Access the interface frm web-based brwsers withut any lcal sftware installatin. Play recrdings with a single click. Identify recrdings by date, start and end times, caller ID, length f call r keywrds in call ntes. Add ntes and access mre detailed technical infrmatin abut a recrding with a single click. View recrded calls and search tls n ne screen. Search, filter and listen: Use filters t search recrded calls quickly and easily. Search calls by many parameters r their cmbinatin. Custmize search filters, and share them with ther users. When using CallREC with third party sftware like CRM r Call Center applicatins, search calls by their native identificatin cdes. Silent Mnitring gives yu the ptin f listening t live calls (bth G.711 and G.729) with almst n delay. With a click f a buttn, yu are able t initiate a cnference call t help the agent. Nwadays, almst everyne is using call recrding CALL CENTERS HELP DESKS Supervising emplyees Supervising staff Using recrded examples f gd calls fr training purpses Quickly evaluating new and nn-standard situatins, s the whle team can be ready fr similar situatins in future Evaluating custmer reactins t IVR lps Cmpiling details f cmmn user difficulties Replaying descriptins f particularly cmplex issues Reslving disputes f what infrmatin has been prvided Frwarding cmplex calls t the mst apprpriate persn withut having the custmer repeat infrmatin Keeping initial recrds f transactins and services prvided

4 Recrding rules: Recrding rules let yu decide hw and when a call is recrded. Set general recrding rules, r assign different rules t different grups f users. Quality evaluatin: Percentage based recrding prvides required cverage while reducing strage requirements. Set special recrding rules fr specific times, days r ther perids. Apply a wide range f rules t every type f call: Recrd all Never recrd calls Recrd incming calls nly Pre-recrding Recrd utging calls nly SALES Replaying calls t imprve sales technique Listening t real-life examples f sales best practice MANAGEMENT Fcusing n the situatin at hand by eliminating nte-taking Replaying unclear calls fr clarity Abut ZOOM Internatinal ZOOM Internatinal prvides pwerful call recrding and cntact center quality management slutins fr IP telephny users wrldwide. With ffices in USA, Eurpe and Asia Pacific, ZOOM has wn ver an internatinal clientele acrss a wide range f industries. Strng management, a clear visin and investment in research and develpment underscre ZOOM's cmmitment t delivering wrld-class slutins. ZOOM is a Cisc Technlgy Develper Partner.

5 Users and Grups A centralized Access Cntrl List rganizes all users, grup f users and recrding rules. Create independent grups f users fr different cmpany departments r different cmpanies in hsted envirnments. Assign users t grups which determine their rights ver the recrdings. Define grups by user name, phne number r phne number range. Set different recrding rules fr different grups. Allw each grup t set up its wn internal hierarchy f access rights. Pre-recrding the unique implementatin f n-demand recrding With the Pre-recrding ptin, the user can chse t save a recrding during a call, r after a call has finished. With ZOOM's unique Pre-recrding the call is always saved frm the beginning, even if the ptin is nt selected until afterwards. Pre-recrding is easy t access and manage frm the IP phne's XML interface. Calls can be saved in the system and/r sent t any address. Yu can save pre-recrded calls frm the silent mnitring cnsle t. Pre-recrding is especially useful fr saving unexpectedly imprtant r threatening calls. ZOOM ScreCARD is a cntact center quality management slutin which supprts yu in making the right decisins. Custmize questinnaires, evaluate yur recrded calls, generate reprts t assess agents r a grup f agents ver a selected perid, identify weaknesses, plan training and imprve yur services verall. ZOOM ScreenREC enables yu t watch and recrd yur agent's cmputer screens. Mnitring the agent's desktps is an excellent tl fr supervisin, evaluatin and training. The captured screens can be exprted tgether with the recrded audi calls as a mvie t serve as bth gd and bad examples fr new emplyees.

6 Functinal specificatins Supprted prtcls: Cisc JTAPI Interface adapter Cisc Skinny Client Cntrl Prtcl SIP Supprted cdecs: G.711 A-law / µ-law G.729 (with Annexes A, B, AB) Lcal IPT calls supprt: Redirectin, Cnferences, Transfers Parked and picked-up calls, barged calls Shared lines, extensin mbility Calls directed t CTI prts / applicatins (e.g. IVR) Management and Mnitring: Built-in call lifecycle management tls t recrd, archive, backup, restre and erase calls Reprting and statistical tls Mnitring tls full SNMP supprt Supprted audi frmats: WAV MP3 (adjustable bitrate) Speex (adjustable quality) Supprted cnversatin types: IP phne IP phne, IP phne Vice GW IP phne CTI prt, Vice GW CTI prt Integratin ptins: Built-in supprt fr Cisc Unified IPCC Express and Enterprise Built-in supprt fr Genesys Cntact Center Java and web based API fr 3 rd party applicatin integratin Platfrms and OS supprt: User interface accessible by web brwser (Internet Explrer, Mzilla / Firefx and Safari fully supprted) with lcalizatin int many languages Linux RedHat Enterprise 4 CentOS release 4 N additinal csts fr licenses required! Americas Headquarters EMEA Headquarters 5215 Nrth O'Cnnr Blvd. Suite 200, Irving TX, USA Phne: Fax: Havlíčkv nám Prague 3 Czech Republic Phne: Fax: sales@zmint.cm ZOOM CallREC is a registered trademark f ZOOM Internatinal. Created/printed February Electrnic versin f this dcument is available at Cpyright 2007 ZOOM Internatinal. All rights reserved.