Voice Recording

Voice Recording

Customer service and training initiatives, security policies and concerns, and government and industry regulations are among the many reasons you may need to record business calls.

RGTS - A ConvergeOne Company's (RGTS) software-based Voice Recording solution offers fulltime compliance recording to help large contact centers increase effectiveness, reduce liability, resolve disputes, and comply with the Payment Card Industry Data Security Standard (PCI DSS). It supports large, multi-site, virtual, and outsourced contact centers.

Incorporating sophisticated speech analytics, text analytics, enterprise feedback management, and customer feedback survey functions, RGTS Voice Recording gives you valuable insight into your customers’ interactions and sentiments. The result: You make better, more strategic decisions affecting costs, revenue, customer satisfaction, and competitiveness.

For mobile phone recording, RGTS’s SilentPartner is a public-safety solution that allows emergency first responders, investigators, and supervisory staff to record audio text messages, photos, and videos; record all calls or a select number of their calls while on a scene; and transmit everything securely to the Voice Recording database.

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The Audiolog for Contact Centers provides a flexible, high-performance platform for multimedia recording, evaluation, and archiving of calls on an on-demand, pre-scheduled, or criteria-driven basis.

Its search and retrieval functions enable call centers to quickly and easily uncover opportunities to improve customer service, expedite dispute resolution, and reduce liability. It uses standard PC components, the Microsoft Windows platform, and the Microsoft SQL database to promote compatibility with other systems.

Audiolog Features

  • Recording: Screens and data can be captured from many different sources, including digital, analog, and IP telephones; PBXs, ACDs, and dialer systems; text/SMS; email; and Web chat.
  • Search and Playback: Client and browser playback options are available and include advanced search and audio log playback capabilities.
  • Remote Operation: Call playbacks, the scheduling of recordings, and even the management and configuration of the system can easily be handled remotely.
  • Storage and Archiving: A wide range of storage options are available, including Blu-Ray media, redundant hard drives, automatic archiving to DVD-RAM or to Audiolog’s “Virtual Media” format, as well as support for NAS, SAN, and EMC Centera.

Optional Features

  • Browser-based quality monitoring to evaluate agent performance using the recorded data.
  • Encryption management of payment card data as it is being recorded, while it is in transit, and after it is archived.
  • Advanced desktop analytics that allow for creating customized, criteria-driven recordings to avoid sensitive data.