Cybertech Recording PDF Print E-mail

Cybertech Recording Solutions                                                                                                 

The relationship between customers and your company are based on a series of interactions, some data and many voice transactions.  The industry standard recording platform is the Cybertech product line. Cybertech is the industry leader in the recorder space and have partnered with major telecom providers globally. Cybertech's modular recording system configuration allows the business unit to configure a solution with the features that best meet their needs.

Modular Recording Options

Total Recording is for those business units who require continuous recording of all inbound and outbound calls for compliance or risk-management purposes.

Selective Recording uses business rules to specify which calls are recorded. This helps to maximize the use of the online storage space by only recording calls deemed necessary by the rules specified by the business unit.

Record-on-Demand provides the capabilities for an user to initiate a recording on a call already in progress. The start and stop for the recording is controlled by the user through a button on their desktop.

Real-Time Monitoring permits a supervisor to view an agent, monitor in real-time, or initiate recording of voice and screen activity.

Quality Management permits the scheduling of random, sequential, and percentage-based recordings for quality monitoring using a variety of criteria. Typically used for training and coaching applications.

Additional recording option:
Screen Capture allows the business to record the agent's workstation screen along with the voice recording to provide a total record of the agent interaction with a customer.

Voice Over IP (VOIP) Recording Options

Cybertech can leverage both passive (sniffing) and active (CTI driven) recording for Voice over IP recording. Cybertech offers system integrations for both Avaya and Cisco voice solutions.

TDM Audio Interfaces

Records directly from analog, E1, T1, PCM32, and digital extension from most major PBX vendors. Calls can be stored using either industry standard compression algorithms or proprietary higher compression algorithms.

Storage/Retrieval/Security Capabilities

Over 77,000 channel hours of recording on-line per logger. Users can locate recordings using multiple search criteria such as date, time or enhanced searches based on extension, agent, or customer ID. These enhanced search criteria are only available for systems that have computer telephony integration(CTI) between the PBX and the recording platform. Otherwise, calls can be searched on date and time stamps only. Security features enable control of recording and playback definitions down to the individual level as well as audit traces.