Voice recording

Enterprises in sectors such as investment and financial services, banking and health care are legally obliged to make and save recordings in certain jurisdictions so as to ensure a clear audit trail. Some have begun to record financial transactions in the form of verbal instead of written agreements.

Records for operational audit purposes not only reduce the amount of paper produced, they also cut the number of possible disputes, thus greatly improving operational efficiency. Other enterprises use call recording to prevent verbal attacks and protect their personnel.
 
 

Avaya Voice Recording

Avaya Voice Recording
 

Contact recording and quality monitoring.
Changes in customer expectations and behaviour, more competition and progress in communications technology are forcing organisations to an all-embracing approach to customer support. This is what Avaya Voice Recording can offer.

Enterprises in sectors such as investment and financial services, banking and health care are legally obliged to make and save recordings in certain jurisdictions so as to ensure a clear audit trail. Some have begun to record financial transactions in the form of verbal instead of written agreements. Records for operational audit purposes not only reduce the amount of paper produced, they also cut the number of possible disputes, thus greatly improving operational efficiency. Other enterprises use call recording to prevent verbal attacks and protect their personnel.

Generally speaking, this application helps enterprises maximise the performance of their contact center or their employees. Contact recording ensures that voice interaction is recorded, played back and stored. The agents’ behavioural patterns can be recognised and this helps promote their employment in the entire contact center. At the same time, managers can identify deficits and take steps to eliminate these as well as offering training courses to improve performance. One of the most important features is that contact recording and quality monitoring provide timely knowledge of trends in customer expectations. This can be used by the contact center managers when taking decisions that may be important for the company’s competitive strength.


 

Nice Voice Recording

Nice Voice Recording
 

Voice recording is a very important tool for telephone and trading systems, contact centers and control rooms, in particular in a banking environment. NICE SmartCenter customer interaction recording offers a reliable, safe and flexible platform.

The voice recording solution from NICE uses the latest technology – which is implemented by T&N specialists.
 
Digital voice recording solution NICE SmartCenter

Different customer requirements call for flexible solutions. The voice recording solution has thus been developed with an open system architecture. On account of the modular architecture, systems with between 16 and literally thousands of analogue, digital and Voice over IP (VoIP) voice channels can be realised. The voice recording solutions can be connected to all leading telephone system and CTI components in stores and on the contact center market and can be fully integrated in the network (LAN/WAN). The NICE solution offers a net framework web-based application that allows operation of the system from any location. Telephone calls can be quickly and easily found and played back with the help of the database. What’s more, NICE SmartCenter can be installed on virtual platforms.

The advantages of the voice recording solution at a glance:

  • Flexible recording and archiving rules
  • Maximum availability / system stability through extensive redundancy options
  • Scalable architecture
  • Combination of conventional TDM and Voice over IP (VoIP) voice recording
  • Full integration in all leading CTI systems
  • Easy operation via web-based applications
  • Possibility of screen recording
  • Options for local offices
  • Easy incorporation in a Stage Area Network (DAS, NAS, SAN)
  • Maximum data security thanks to consistent media encryption
  • Automated administration of the storage and archiving functions
  • The stored interactions can be protected against unauthorised access or monitoring
With NICE SmartCenter customer interaction recordings you can also:
  • Satisfy your business or statutory obligations by recording all interactions – or only those you need
  • Support the individual recording requirements for every business unit
  • Record centralised and consolidated customer interactions across several locations, including home office agents, on only one platform
  • Record interactions via VoIP, TDM or hybrid environments
  • Play back interactions irrespective of the place of recording
  • Manage network and data storage requirements efficiently

 
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