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SPLICECOM SPLICERECORD
Ever needed to solve a "who said what" dispute, clarify quantities and specifications or protect your staff from abusive or difficult customers? Ever wanted to monitor the performance of your customer service, support or help desk? Could the introduction of a significant training aid for the assessment & coaching of your telesales staff benefit your company? Would the recording of agreements or instructions deliver greater speed, accuracy and detail? Like to screen nuisance calls and provide a method of anti-fraud surveillance? Call Recording meets all of the above needs – and additionally many more besides.
SpliceCom provide integrated Call Recording as standard on maximiser. Inbound calls to a Department or Group can be recorded automatically, with a choice to record all or a percentage of calls. Recordings are then forwarded to a Departmental mailbox, where they can be played back via a phone. Call recording details can be viewed visually on a PCS 400/PCS 100 IP Phone or PCS 50 IP Softphone/Phone partner. Alternatively call recordings can be copied or forwarded to any SMTP compliant email account. This allows a wide range of email applications – Microsoft Exchange, AppleMail, Lotus Notes, Novell Groupwise, etc. - to be used for this task. Use of email allows call recordings to be sorted by caller, date, time and length of call.
The ability to automatically record inbound and/or outbound calls to/from individual employees is also provided. Dialing a pre-defined “short-code,” before dialing the destination number, can manually instigate recording of outbound calls. For those using PCS 400 or PCS 100 IP Phones or the PCS 50 IP Softphone/Phone Partner application a Call Recording icon/button allows Call Recording to be activated at any time during a call. Call recordings can then be stored in a mailbox or copied/forwarded to an email account in the same manner as before.
SpliceRecord
SpliceCom’s SpliceRecord application module for the SpliceLog call management system allows all call recordings made on maximiser to be exported, stored, sorted on a wide-range of criteria, and played-back. Under SpliceLog details of the call recording – including the ability to “click & play” - are included with the full call logging record of each call.
Stand-Alone Call Recording Requirements
The fully integrated management of call recordings delivered through maximiser and SpliceLog/SpliceRecord will meet the needs of most businesses. For those looking for an off-board Call Recording solution, the class leading eXperience platform from Electrodata, provides an H.323 interface for maximiser, which has been developed in conjunction with SpliceCom. In addition to its call recording capabilities this server based solution offers additional application modules, adding support for Agent evaluation, call scoring and quality monitoring/reporting where required. |
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