Call Recorder. ShoreTel Advanced Applications. Overview

Transcription

1 Call Recorder ShoreTel Advanced Applications Overview ShoreTel Advanced Applications January, 2013

2 ShoreTel Call Recorder ShoreTel-native and pure IP Automatically records & builds customer service voice communication archives Provides training Improves performance Ensures compliance Resolves disputes Improves customer contact experience Facilitates business reviews

3 ShoreTel Call Recorder Highly scalable & cost effective A must-have quality assurance tool to keep customers happy and protect business bottom line Widely deployed: Contact centers, Hunt groups & Workgroups Organizations with customer service priorities Organizations with fraud prevention priorities Industries with stringent regulations

4 What ShoreTel Users Say -- 1/2 The app was simple and easy to use, we were able to integrate across the enterprise with no issues. It only took a couple of days to implement and saved us over $15,000 compared to the alternatives.

5 What ShoreTel Users Say -- 2/2 An invaluable training tool as for critiquing and mentoring Call Center representatives. Also, as a record in case of a contentious situation. Yes. It s a simple effective tool that does not cost a lot. For us it s cheap insurance.

6 Effective Call Recording Records what needs to be recorded Recording Profile configures multi-layered call recording criteria to record only what needs to be recorded Extensions and Ranges Record Filter Schedule Percentage of calls Persistent or nonpersistent recording Client controls Save Filter

7 Smart Archiving Custom recording storage & quick retrieval Custom archival structure & voice mailbox storage Custom file names & mail Subject lines Clear organization & easy identification For regular management reviews & urgent risk management

8 Easy Playback & File Management -- Embedded URL links Web-based playback anywhere on computers or phones Playback in Salesforce.com or ShoreTel Contact Center Interaction Viewer Playback access control

9 User control -- Dynamic & real-time recording control Client control, if enabled, to Pause/Resume and Save/No Save recordings to omit sensitive data from call recordings and to comply with regulations Customer Stop Recording key stops recording immediately

10 Key considerations for customers Easy single-server deployment with Local System login access Customize recording rules and archival structures to best facilitate business operations Adhere to national and local laws on call recording for regulation compliances needed If to enable client controls of recordings and provide client trainings on business policies If to enable Persistent Recording to record all extensions through call transfers till call disconnect in one contiguous file Archive backup and file format Deploy Call Recorder Player for regular management reviews Strategic load-sharing multi-server distributed deployment with domain login access ShoreTel Recording Profile provides all configuration tools needed ShoreTel Call Recorder provides various configuration settings to help support most call recording regulation compliances ShoreTel Call Recorder factory setting allows no client control and always saves recordings ShoreTel Call Recorder factory setting sets Non-Persistent Recording. Each recording ends at call transfer or call disconnect ShoreTel Call Recorder records in CCITT µ-law format only. No built-in backup. Use standard Windows File Manager and media player for infrequent access