Verint/Witness Actionable Solutions

If you run a contact center, you will obviously want calls to be selectively recorded to gauge customer response, agent performance, etc. Earlier, this necessitated the use of specialized equipment that didn’t come cheap. However, with advent of modern technology, this no longer holds true. 

The Verint/Witness call recording solution is a software-based product designed to meet the recording needs of small to large-sized businesses and contact centers that have either traditional or IP endpoints. It allows recording of IP endpoints, as well as digital and analog endpoints, without extra wiring to the telephone.  

Thus, the same software-based solution can accommodate digital, IP, analog, and mixed environments, making it a protected investment through the migration to IP. Call Recording moves from being hardware-based to a software-based application that can be installed on your servers running standard operating systems. This can result in a lower total cost of ownership, lowered administrative costs and improved operational efficiency. 

We can assist with implementing Witness call recording in your organization, which will help you to: 

Ø Record and share best practices in your organization

Ø Retrieve call records to settle disputes or unclear transactions

Ø Provide protection against threatening and abusive calls

Ø Provide a low-cost alternative to meeting recording

Autonomy etalk

 Compliance and risk management are daily concerns in today’s contact center environment. For many organizations this requires that all customer interactions with the business be recorded to document financial transactions, maintain data for customer dispute resolution, or preserve records for litigation support.  

Moreover, such record keeping has been made standard to comply with federal and internal policies like: 

Ø Basel II

Ø Sarbanes-Oxley Act

Ø Patriot Act

Ø Anti-Terror and Money Laundering regulations

Ø SEC Rule 17a-4

Ø Chinese Walls

Ø Stock 'Watch List' or 'Black List' 

However, the sheer volume of transactions makes this a difficult task, to say the least. Here’s where Autonomy etalk’s revolutionary Qfiniti call recording products comes into play. Through a single platform, Qfiniti gives you the flexibility to deploy the recording option that fits your business needs.  

Autonomy etalk, based out of Irving, Texas, has call center monitoring software deployed in 40+ countries. Its focus is advanced speech analytics, language-independence, and centralized management as well as desktop monitoring, call logging, customer surveys and evaluation. 

Through a single platform, Qfiniti Observe gives you the flexibility to deploy the recording option that fits your business needs. Qfiniti Observe can be deployed to satisfy diverse business requirements while supporting compliance, risk management, and quality assurance programs around the globe. Qfiniti’s scalable, flexible, open architecture platform ensures that it can grow with your business, from 50 to 50,000 seats.  

Combined with Autonomy etalk Qfiniti's intelligent speech analytics, interaction assistance and customer survey tools, the solution suite enables call centers and contact centers to improve performance throughout the enterprise. 

Autonomy etalk provides the following recording solutions: 

Ø Qfiniti Advise™ - works with Observe to streamline the agent evaluation process using call handling guidelines and improve the precision of quality assurance processes

Ø Qfiniti Observe™ compliance logging - call recording with business rules and screen capture for compliance purposes

Ø Qfiniti Observe™ quality monitoring - call and screen recording with business rules (CTI) for quality monitoring

Ø Qfiniti Observe ICE™ - use your customer service applications to start / stop voice recording and screen capture, attach data and re-classify recordings, quickly and easily

Ø Qfiniti Survey™ - customer surveys that can be linked to agent evaluations to incorporate the customer's view

Ø Qfiniti Explore™ - speech analytics to automatically understand the content of recorded calls and improve quality, compliance, business processes, sales and marketing

Ø Qfiniti Assist™ - interaction assistance enabling faster and more effective service and sales by giving agents quicker and better access to information during customer interactions We can assist with selecting and implementing the appropriate Autonomy etalk products in your organization.

NICE 

NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources. It has over 24,000 customers in more than 150 countries, including over 85 of the Fortune 100 companies. 

NICE offers the following recording solutions: 

Ø MyUniverse® captures voice, email, chat, and screen activity along with essential call details in a range of environments, including VoIP

Ø ScreenSense™, which lets agents and supervisors record customer interactions based entirely on what takes place on the agent's desktop

Ø NiceLog® is a family of loggers (NiceLog Loggers store voice recordings, NiceScreen Loggers store recorded screens). NiceLog is available for a range of environments, including VoIP

Ø NiceLog® High Density Logger utilizes a new PCI-based architecture for a future-proof, digital, multimedia recording platform with expanded capacity and a wide range of scalable recording solutions

Ø NICE VoIP Logger provides recording for virtually every type of VoIP telephony environment and is fully integrated with NICE's Enterprise Interaction Solutions, including NICE Perform

Ø NiceCall Focus III is a single-box, full-featured, voice-recording solution utilizing advanced PCI technology and designed to meet the needs of small to medium organizations

Ø Mirra® IV is an audio recording solution specifically designed for small and medium-sized operations in the public safety, transit, financial and contact center sectors. It combines the latest technology and robust features into a single-box communication recording solution that offers low total cost of ownership and is easy to install, use and maintain 

We can assist with selecting and implementing the appropriate NICE solutions in your organization.