C e n t r e V u
®C
C e n t r e V u C a l l R e c o r d i n g i s h a r d w a r e a n d s o f t w a r e t h a t i n t e g r a t e s s e a m l e s s l y
w i t h y o u r D E F I N I T Y
®S e r v e r. I t d e l i v e r s f l e x i b l e , h i g h - p e r f o r m a n c e c a l l l o g g i n g
a n d d i g i t a l r e c o r d i n g o f v o i c e a g e n t d e s k t o p a n d m u l t i m e d i a i n t e r a c t i o n s .
W h e t h e r y o u n e e d t o r e c o r d e v e r y i n t e r a c t i o n , r e c o r d f o r q u a l i t y m a n a g e m e n t ,
o r s i m p l y r e c o r d o n d e m a n d — C a l l R e c o r d i n g l e t s y o u e a s i l y s t o r e , r e t r i e v e ,
a n d m a n a g e a l l y o u r c u s t o m e r c o n t a c t s .
C a p t u r e y o u r c u s t o m e r s ’
e x p e r i e n c e — a n d i m p r o v e
y o u r a g e n t s ’ p e r f o r m a n c e
Effective agent interaction is the focal point for building better customer relationships. With CentreVu Call Recording, you can dramatically increase the quality of your customers’ experiences by managing and enhanc-ing your agents’ performance.
CentreVu Call Recording is a comprehensive quality management solution that makes it easy to record, evaluate, analyze, and improve customer experiences within your contact center. The system’s superior recording technologies and strong computer-telephony integration (CTI) capture synchronized voice and screen/Internet activity together. Plus, time-saving applications for playback, evaluation, and analysis help you consistently improve agent performance.
Like all CentreVu applications, Call Recording is built on a scalable, open platform. That means as your enter-prise grows, this solution will grow with you. Call Recording will let you combine a variety of recording capabilities in one easy-to-use system, and will easily adapt to multimedia environments, including VoIP, email and Web interactions.
C a p t u r e
In a single application, CentreVu Call Recording provides a diverse range of recording options to meet any need, including quality management, transaction verification, and dispute resolution. Call Recording offers full-time recording, selective recording, and record-on-demand. It records call details—such as agent, extension, phone number, call times, and account number—so you can easily search and retrieve any recording.
CentreVu Call Recording lets you create multiple recording schedules—capturing voice and screen activity for an agent, group, type of call, dialed number identification service (DNIS) or other computer-teleph-ony integration criteria. You have the flexibility to define overall recording schedules that match your needs—random, sequential, percentage-based, by agent classification, campaign, or time of day. You also can be specific in your selections—for example, you can record a single call, or continuously record specific agents.
A n a l y z e
With CentreVu Call Recording, you can review individ-ual agent progress or overall contact center performance. From a single screen, you have a unified view of recorded multimedia interactions, ready to be played back and evaluated from the reviewers’ PC. Using the system’s live Monitor module, you can instantly view the activity status of your agents and then choose to monitor or begin recording at any point during the call.
Call Recording’s standard reports enables you to obtain centralized data and objective reporting. Or, use the flexible custom reporting module to create customized reports that use the criteria you have defined to meet your specific needs.
I m p r o v e
CentreVu Call Recording lets you pinpoint your agents’ strengths, identify areas for improvement, and define training objectives. Over time, you can track their progress and compare agent performance levels.
In the bigger picture, Customer Relationship Management is about knowing your customers and delivering consistently excellent customer experiences across the enterprise. CentreVu Call Recording enables you to capture every type of customer interaction, so your company can easily share real customer experi-ences and learn firsthand how to meet immediate and long-term customer needs.
I n t e g r a t e
The CentreVu family of contact center solutions offers the hardware and software required to meet virtually any contact center recording need. CentreVu Call Recording’s advanced voice and data logger is a PC-based digital voice server and software that inte-grates directly into your DEFINITY system. Archive calls and screen sessions for days, months, or years, depending on your needs. Up to 38,000 hours of call recordings can be stored on the server’s hard drive plus unlimited hours can be archived on digital audio tape. The system supports a variety of archiving options including DAT, AIT and Magneto Optical (MO)
Integrated online evaluation templates help ensure fair evaluation of agents.
G r a p h i c a l U s e r I n t e r f a c e
• Compatible with Microsoft®Windows®95, 98,
2000 and Windows NT®
• Network interface-Ethernet/Fast Ethernet, Token Ring, TCP/IP
• SQL/ODBC compliant, client-server database
Communication without boundaries
and DVD media, with advanced system redundancy including internal RAID-1 or RAID-5 storage and a hot-standby architecture.
The Call Recording database interfaces with DEFINITY ECS and contact center workstations, as well as the CentreVu computer-telephony server. This thorough integration means crucial call details are automatically captured with each call you record, in real time. In addition to providing automatic call recording and easy call retrieval, CentreVu Call Recording will give your supervisors an enhanced, user-friendly search capability to retrieve any call recording. You can search for recordings by:
• Agent extension • Agent ID
• Dialed Number Identification Service (DNIS) • Automatic number identification (ANI) • Caller or Customer ID
• Other data reported via CTI
By knowing, word for word, what your customers’ experience is, you can respond quickly to their needs while planning for the future.
• Selective recording automatically records certain calls, based on predetermined criteria such as ANI, DNIS, agent group, Caller ID, or other CTI data
• On-demand recording allows agents to start/stop recording as needed, using a desktop interface
• Quality assurance recording enables supervisors to schedule call recording and, therefore, monitor agent performance as needed with minimal manual intervention
• Total recording automatically records and archives all your calls • Supports DVD
Voice Logger
Screen Logger (Optional)
Supervision Workstation CentreVu Computer Telephony Server Call Database DEFINITY G3 Agent PSTN PSTN Agent Voice Logger Call Database Screen Logger
(Optional) NICE Supervision NICE
Applications CentreVu Computer Telephony Server DEFINITY G3
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