Call Recording

 

Call Recording Systems

Be it for contractual verification, or selective quality measurement, Inter-Group Communications can provide the platform that provides the answer. From recording a single extension with our Comguard Single, up to a fully networked, CTI driven Multi-channel application, Inter-Group Communications has the answer. Utilising the latest in DVD technology, archiving and storage of calls is simple, with an automatic library process providing fast access to recordings made months or even years ago.

Call Recording Overview

Cost effective and scalable the Xarios Call recorders are designed to give users with the option to use certain features that will fit the profile of how you operate as a business, from examining the way you can search and filter for recordings to improving the business efficiencies by reviewing interactions and gaining competitive advantages.

Implementing the Xarios Call Recorder solution you are able to capture valuable customer information from customers, suppliers and other 3rd parties as well as your own interactions in a secure environment. This vital information will assist in improving customer relations and operating efficiencies

Analysing the interactions is more important than ever and can assist in gaining the competitive advantage by understanding your customer requirements better and ensuring your organisation is better protected and complies with the latest regulations and legislation

Xarios Call Recording solution scales effectively across a broad range of requirements, whether the requirement is for a small workgroup or small business scaling up to full time Contact Centre across multiple sites. The scalability is not limited to the size of your organisation

Investing in the Xarios Call Recorder at any level provides a path to features and benefits once considered to be only available in large complex Contact Centres. Features such as the Tagging of recording into your CRM database, Network archiving and retrieval and sophisticated search and playback options. Compliance to Payment Card Industry (PCI) is seamless ensuring total confidence.

Telephone System Software

Xarios Call Recorder is a Window server-based product that passively records the ISDN and or analogue lines between the telephone system and the telephone network. Future releases will include SIP Trunk and IP Based recording options. The Call Recorder is provided as a full solution which includes the hardware and software modules. Users can log into the Call Recorder server home page simply by using Microsoft Internet Explorer. By requesting a free telephone system quote you will be able to see the advantages of using the Xarios call recorder within your company.

Call Recorders

The call recorder employs an easy to use web-based playback system, so there is no need for dedicated playback software. This intuitive interface makes it easy to search for and playback recordings. Users are able to customise the recorder to their needs. Developed with the user in mind, Call Recorder focuses on saving time for you and your staff.

From the main page using a Windows intuitive look and feel they can see at a glance a list of recordings for the most recent calls permitted for viewing, in addition to a filter allows users to search for a specific call or group. Users can create Filters that can be saved for frequent search criteria or run on the fly to create a one off search.

Playback of recording opens a Media Player Window, this provides comprehensive call details and media player controls to pause playback, adjust volume or balance of the call recording, there are also options to save, email or look at time line events such as call held or transferred during the calls history. Additional tabs allow for notes to be associated with the recording as well as options to score the call, Audit who has previously played, emailed, scored or saved the recording as well as  the option to search using a phrase or spoken words within the recording using optional speech analytic’s.

Security

Security is of paramount importance with sensitive data stored on the Xarios Call Recorder, recordings are encrypted and digitally signed, the System Administrator will set up User Accounts, password policy, define user privileges allowing flexibility to the features and recording a user is permitted to have access too. Audit trails provide detailed activity and tamper proofing ensures your sensitive information is secure and access controlled

Dispute Resolution

For businesses that wish to utilise call recordings to resolve disputes quickly and effectively, Xarios Call Recorder can provide authentication for your recordings. Each recording has its own unique encrypted digital signature which is used to verify that the recording is genuine and has not been tampered with. When playing back a recording, Call Recorder will perform an authentication check and display an icon to show if the recording is valid. These recording are admissible in law when required for legal purposes

Improving the Customers Experience (Quality Control)

Xarios Call Recorder provides ways to improve customer relationships and employee performance. Quality Control Modules provide Agent Scoring and Workflows. Agent Scoring assists in coaching and setting key performance indicators for employees. Agent scoring gives you the tools to create your own customised score sheets with which you can assess your agents on a variety of topics. The results of such scoring can then be made into a report either on screen, via email or exported.

Workflow automate the search and filtering of recordings adding in Phrase Packs using optional Advanced Speech Analytics gives a sophisticated option to ensure compliance of your organisation policies as well as legislation such as PCI.

In-progress call Status View/Monitoring) Call Recorder Enterprise has an enhanced recordings view which shows the status of calls that are currently in progress on the system. With the correct privileges, it is possible to silently monitor these in-progress calls to listen in on a conversation.

CTI – (Regulatory compliance)

Xarios can deliver an OCX control CTI component which allows customers to integrate their Customer Relationship Management (CRM) database to the Xarios Recorder server. The OCX control will allow the customer to store an additional five “Tag” fields to a call for various applications. This enables them to store caller specific information such as customer number or fault ticket numbers. The OCX also provides methods for searching for calls, allowing for CRM integrated playback. This also provides the support for PCI compliance required when recording calls where Credit Card transactions are handled.

Xarios have three different versions of the Call Recorder, Express, Professional and Enterprise each version providing a Business Class Call Recorder to suit the individual needs of the business.

Feature Matrix

Feature	Express	Professional	Enterprise
Search and Playback	Yes	Yes	Yes
Status View	Yes	Yes	Yes
E-mail Recordings	-	Yes	Yes
Multiple user profiles	-	Yes	Yes
Archiving	-	Yes	Yes
Authentication	-	Yes	Yes
Exclusion/Inclusion Lists	-	Yes	Yes
Timeline	-	Yes	Yes
Tagging	-	Optional	Yes
Agent Scoring	-	Optional	Yes
Streaming	-	Optional	Yes
CTI Integration	-	Optional	Yes
Scalability/additional recorders	-	Optional	Yes
In progress call status view/monitoring	-	Optional	Yes
Speech Analytics (First 15 seconds)	-	Optional	Yes
Advanced Speech Analytics	-	Optional	Optional