Easy-to-Use Easy-to-Install Easy on the Budget

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1 orecx.com

2 OrecX Call Recording The issue is simple: You want to comply with regulatory requirements and improve customer service by recording and retrieving phone calls. You don t want to disrupt operations, exhaust your annual budget or pay for expensive implementation services. The solution is simple: With Oreka TR, recordings can be indexed by time, agent/employee, date, group, and a variety of other fields, making for hassle-free, instantaneous record retention, search, and retrieval all at a cost that is 30%-70% less than the competition. Recording calls should be affordable, easy & reliable We ve been in the call recording industry since We know companies record calls for reasons that are important & vital to their business. We just never understood why it was so expensive to purchase, expensive to use & expensive to maintain a call recording system. We decided to build a call recording platform that was easy-to-use, easy-to-install & easy-to-maintain. We also decided to make it affordable, easy-to-buy. We have built a full-feature call recording platform that is 30%-70% less expensive than the competition. We ve made recording calls affordable, easy & reliable. Receive the performance you expect from your recording solution and have money left over to spend on growing your business. 2

3 OrecX Call Recording IT Departments want Easy installation & easy maintenance Use of their existing Servers & their preferred Operating System Unobtrusive packet-sniffing technology (no impact on VoIP network) Support of centralized deployments and remote site recording (scalable & non-proprietary) Web-based solution CEOs want Quick ROI Affordable solution Meet compliance & risk obligations Improved customer service Increased employee productivity OrecX offers Open file formats (always) Cross-platform: any Database - any Operating System Widely accessible API Customizable GUI Flexibility! 3

4 PBX Support (partial listing) 4

5 OrecX Clients Financial Services Banking Collections Insurance Healthcare Call Centers Outsourcers Telcos Hosted Providers Utilities Retail Catalog Legal What they re saying The Oreka TR VoIP call recording application has enhanced our call center operation by giving us easy-to-use performance management tools that improve the customer/agent interaction and overall profitability of our operations - Todd Berger, TSG The traditional recording systems we looked at were proprietary with limited integration flexibility. With Oreka TR, we implemented the whole stack without any proprietary part. We got support from OrecX and we also made a few in-house changes to the system that would not have been possible with a traditional solution - Matt Roth, InterMedia Marketing 5

6 Oreka TR Feature Oreka TR Commercial Version Oreka GPL Open Source Records All Calls On-Demand Recording Live Monitoring Call Playback Screen Recording* Quality Management* Selective Recording Look-Back Call Recording Multi-Site Call Recording Multi-tenancy for Hosted Call Tagging/Exporting Audit Trail Server Requirements: - 2.6GHz*, 4 MB L2 Cache *0-100 concurrent calls: dual core CPU * concurrent calls: quad core CPU - 2 GB RAM - Two server-grade hard drives (one for OS, one for recordings) - Linux CentOS 5 (32-bit) or Windows (32-bit) Storage/Hard Drive sizing: Count 1.6 KBytes/second of recorded audio (GSM format...our default storage format). For example, 100GBs stores approximately 20,000 hours of audio. Codecs: G.711, G.729A, G.723.1, G.722, ilbc, GSM6.10 Protocols: SIP, Cisco Skinny, H.323, MGCP, IAX2, RTP, Nortel UNISTIM VoIP Traffic: Before Oreka can start recording, ensure that VoIP traffic is seen on a server interface. Use port mirroring to get the traffic to the Oreka server. Two popular options: -Port Mirror/SPAN monitor the entire VoIP VLAN so that all traffic to and from phones is intercepted. -Port Mirror/SPAN monitor the PSTN Gateways and the Signaling server. This is to ensure that both the media traffic and signaling are intercepted by the recorder. See this link for more Port Mirror options: PCI Compliant Fine-Grained Privileged Access Auto delete File Management/archiving OrecX Supported PBXs (partial list): Alcatel Asterisk Avaya BroadSoft Cisco Cosmocom Covad Fonality Mitel NEC Nortel Pingtel ShoreTel Siemens Switchvox Sutus TalkSwitch Taridium Tekelec Trixbox Vertical Xorcom Zultys 3Com Filtering (IP-DID Range) Extended Codec Support TMC LABS Innovation Award Speech Technology Excellence Award Product of the Year -Customer Interaction Solutions VON Magazine Innovator Award Winner Product of the Year - Unified Communications Magazine * available add-on module 6

7 Oreka QM Oreka QM (quality monitoring) is a flexible and easy to use platform to evaluate the performance of your agents and contact center. Evaluate employee performance Ensure adherence to corporate procedures Increase staff productivity Create criteria to score and measure an agent s skill sets based on your requirements. Create evaluation questionnaires which are fully customizable for each group in your contact center. Detailed reporting provides insight to your data so you can make decisions based on your key metrics. Standard reports are included, as is the ability to create and share custom reports. With Oreka QM your call center can move beyond capturing customer contacts and start assessing how well your agents interact with your customers and how effectively your processes and technologies support them. Drill-down reports: Form-Level Summaries Calibration Tables Section-Level Details Question Level Details Filter reports: Date Range Groups/Departments Agents Managers/Supervisors 7

8 Detailed accounts of customer-agent exchanges can be enabled with minimal impact on PC workstation resources, network bandwidth, and storage facilities as a result of advanced video compression algorithms. Improve the ability to monitor service quality to customers for a thorough analysis of the customer experience or agent skills Oreka SC Oreka SC (screen capture) is a powerful and easy to use platform to playback synchronized voice & video of your agents interactions. Improve agent process adherence and prove standards compliance Improve the ability to troubleshoot or resolve disputes Carry out usability testing of agent application software and pinpoint flaws or inefficiencies Build a resource library of actual call handling for new agent training purposes Flexible & Reliable - industry standard protocol (VNC) and file format (fbs) Scalable concurrent screen sessions per server (250KB/minute for typical agent screen activity) Server Requirements: 2.6GHz, 4 MB L2 Cache Dual Core (1-100 concurrent) Quad Core ( concurrent calls) 2 GB RAM Two server-grade HD Linux CentOS 5 (32 bit) SC Workstation Requirements: 1.2 GHz Pentium IV 512 MB RAM Windows 2K or better or Linux Latest UltraVNC server version Oreka SC Features: Full-Motion Video Managers can view the entire customer interaction, synced with the telephone audio, providing insight into the flow of business systems and processes. Multi-Site Support Live monitor and record video from any location with the OrecX interface. Simple Configuration Multiple users can be configured using an intuitive interface. Monitoring can begin in a matter of minutes. Search and Retrieve Desktop video recordings can be retrieved through searches by multiple criteria (date, user name, etc.). Multi-Level Access Rights Administrators can assign permissions to managers for monitoring, screenshot recording, video, playback and reporting on individual employees and groups. Exportable Synchronized screen and audio exportable in mpeg4 avi files. 8

9 OrecX Call Recording Our goal is 100% customer satisfaction The best way to make the right decision on your call recording platform is to try it for a few weeks OrecX makes your decision easy Set it up to your specifications Test it under your heaviest call loads Challenge our product to exceed your expectations You will see how easy OrecX products are to install, use, and maintain Start today by sending an to sales@orecx.com or call us at