Crystal Live. Overview. Interaction Recording and Monitoring Solution to Data Mining and Performance Management

Transcription

1 Crystal Live Interaction Recording and Monitoring Solution to Data Mining and Performance Management Overview Customer interactions can always be the most important tool for evidence collection, service optimization and sales promotion no matter by what channel they are transmitted including telephony, or live chat etc. Properly recording, archiving, analyzing and distributing customer interactions would be an essential part across company silos. CIS has been committed to providing the most reliable, flexible and feature-rich call and data interaction recording solutions. Integrated by a plenty of cutting-edge technologies, Crystal Live meets the demands to record customer interactions on a wide range of telephony interfaces, from TDM to VoIP, from Radio to Trading Room in any combination. More than 100 percent capturing your customer interactions, maximizing the return on your quality investment and increase enterprise working efficiency are our main concerns. Different from others, Crystal Live provides you a fully customizable, business oriented solution instead of a recording system only. It can be customized and scaled to meet the demands of organizations of all types from SMB to multi-regional enterprises, from contact center to home agent/hosted call center. 1

2 Crystal Live enables your organization to: Record and live monitor telephony conversation transmitted on TDM, VoIP and Radio Record, live monitor agent/employee desktop screen activities or even remote access agent s computer Totally record, selectively record basing on predefined business rules and Agent/Supervisor initialized record both voice and screen activities Manage captured data in well-organized order and save in any destinations you want by means of predefined archiving and recycling strategy Have a quick view about business running status with Crystal Live Dashboard Enhance workplace productivity by streamlining business operations with Crystal Live Agent Increase customer satisfaction by evaluating agent performance, accelerating employee training Protect customer information by strictly complying to PCI-DSS (Payment Card Industry Data Security Standard ) Key Features A fully web based solution running exactly as rapid as client/server applications, no Time-out will be experienced A total recording solution widely covers analog trunk/station, digital trunk/station, VoIP, Radio, Screen Activities Capturing, Trading Floor, Hosted communication environment Lowest total cost of ownership No hidden cost for all necessary application modules including Administration, System Alarm, Live Monitor, Agent Desktop Remote Control or even Dashboard The unique Dynamic License Authorization (DLA) mechanism saves your license fee seriously for both VoIP and TDM recording solution Hybrid recorder and very high density with no addition server (lower server count) Turnkey, Software only or Assembly kit Innovational technologies change many views of your business CIS unique Map View Console for virtually monitoring system running status, call events and HCI (Human-Computer Interaction) 2

3 Scenario Reconstruction (for VoIP & CTI involved environment) presents you a complete telephony conversation no matter how many times it was transferred, hold and resumed Simultaneously live monitor up to four agent screen activities to increase working efficiency significantly With CIS DLA, you are able to allocate software license according to real working load by yourself, maximize ROI Search & Replay Locate recordings quickly and precisely With support for saving the most frequently used searching combination, you are able to find the target recordings instantly Search basing on: Time, Duration Caller/Called ID, Extension number, Call direction User name/agent ID Agent/User Group Skill ID Reference number Tag for play/unplayed, Importance, Transfer, Multiline Remarks and Annotation Customer self-defined data fields enables you to quickly access single and multiple sites and locate the recordings in a manner of search depending on your own needs and business requirement. Up to 40 customer self-defined data fields makes sure that Crystal Live searching engine can be fully customized to fit all-sized organization with different business type. Fully customized list view for searching result user decides what call information will be shown and grouped by what key business parameter Share the recording by saving as different codec voice files, or exporting to Microsoft word & Excel Replay interactions for accurate scenario reconstruction Scenario Reconstruction Once a telephony conversation it is transferred or put on hold, the traditional call recording solution will cut it into multiple recording files, which is hard to be bundled together for complete conversation retrieval. CIS provides you Scenario Reconstruction technology to enable you to replay the multi-calls from the beginning to the end automatically by simply double clicking any record of this conversation. Immediate Replay enables you to replay a telephony conversation from the beginning even it is finished yet. It helps you understand what s really going on for the matter P2P, Streaming, Replay Buffer, all these technologies provided by Crystal Live just ensure the quality during live monitoring, replaying recordings in a wide range of configuration for the network. It s the essential part of Hosted Recording Environment Output device for Audio replay can flexibly be sound card or remote telephone set Simultaneously replay for multiple relevant channels according to time slide for radio recording 3

4 Crystal Live Unique Wave Form Presented according to the actual db value of audios, you can immediately find the abnormal part of the conversation visually (sudden and significant change on wave form). There is no need to replay entire recording, you can select any part of recordings on Wave form to zoom and playback to quickly understand what s going on Any segment of voice recordings can saved as evidence or sampling of training (Supervisor accessibility is required) Customer and agent voice will be separated into two wave forms You are able to tag on wave form as many points as you want for future query Key call information will be sticked on during playing the recording and it s fully user defined Security CIS Crystal Live meets constantly evolving security requirements by securing the system both internally and externally. Internally, CL provides Private owned File Encryption to recorded information as well as key management to secure the SQL database that holds attributes of all recordings. Externally, CL supports Secure Socket Layer, Transport Layer Security (SSL/TLS) to secure transporting recordings and call information over the network. Crystal Live was designed to fully meet PCI DSS Compliance regulations from the very beginning and never stopped to be compatible with new coming version. In addition to user defined security roles and permissions, CL supports LDAP/Active Directory for authentication credentials and streamlines user administration Physically protect the recording from being played if the file is lost or stolen with private owned file encryption algorithm Mask Sensitive Data Because customer data will be needed by some users but not others, CL masks sensitive data like DTMF key pressing and screen recordings to black out credit card numbers or numbers in a data field. Track user activity by detailed Audit Log trial CL keeps a record of activity with the system such as log in/out, searching and replaying records and others, which can be exported as A history Report. You will recognize suspicious and questionable activity. 4

5 Specification System Capacity TDM Recording - Up to 256 ch/server (512 ch / server with PCI Expansion Box), can be hybrid system VoIP Recording Up to 480 ch/server, can be hybrid system Screen Recording Up to 512 agent / server Crystal Live Server Side Operating System Microsoft Windows XP Professional Microsoft Windows 2003 Server Microsoft Windows 7 Professional 32 bits/64 bits Microsoft Windows bits Database Microsoft SQL Server 2005 or above Storage size For Voice Recording: 5.62 MB/hour at Microsoft GSM 54.9 MB/hour at PCM 109 MB / hour at PCM 8K Stereo 13.7 MB / hour at MP3 3.6 MB/hour at G. 729a For Screen Recording: 85 MB /hour at 800 X bits true color 150 MB /hour at 1280 X bits true color 165 MB /hour at 1280 X bits true color 175 MB /hour at 1366 X bits true color 225 MB /hour at 1600 X bits true color 250 MB/hour at 1920 X bits true color Supported Digital PBX and Phone Set Please see Crystal Live Integration Map for details Supported VoIP Protocol and Codec H.323, SIP, SCCP, MGCP, RTP G.711, G.722, G.723, G.729a, GSM Supported CTI and Special Interface Please see Crystal Live Integration Map for details Crystal Live Client Side Microsoft Internet Explorer 7 or above Or any other Microsoft SilverLight compatible browser 5

6 About Crystal Live Application Suite Crystal Live comes with multiple software modules designed specifically for all types of businesses, including: CL Planner an unified interface enables you to customize your CL recording system running according to your business type, schedule your team working in a logistic, easy way CL Agent A client application empowers agent and supervisor manually start/stop recording and insert all customer data into database. It can be seamlessly integrated into CRM system to be part of agent application CL ScreenCap - CL ScreenCap records full-time screen activities, and live monitor up-to four desktops screen activities. More than that, authorized supervisor can remotely access and control the computer. CL Doctor - it allows you detect system potential risks before it happens. With CL Doctor, you will have: Multi-level system alarm triggered by data loss, non-recording, record loss, not enough storage room, significant drop and increase for working load etc. You can receive alarming messages via , client application, telephone, SMS Reminder once the number of call recordings is significantly different from the average derived from statistics by CL Doctor CL DashBoard - Workforce statistic and analyzing software module Learn More at Crystal Innovation Solution Ltd. All Rights Reserved 6