Audiolog CustomerContact Center Recording

Audiolog solutions provide a flexible call recording, evaluation, and archive solution designed to facilitate compliance, reduce risk, increase process efficiencies, and enhance customer service. With thousands of successful implementations, Audiolog helps contact centers optimize quality of service and improve operational effectiveness with powerful functionality, including:

• Highly reliable full-time, scheduled, criteria-driven, and on-demand recording. The solution captures interactions and data from PBX, ACD, predictive dialer, and CTI systems.
• VoIP ready. Multiple PBX integrations with multiple VoIP vendors are ready for fast implementation of communications recording of current technology.
• Rapid access to customer recordings via a Web browser. You can search for calls by date, time, duration, channel, agent, caller ID, DNIS, call index number, CTI private data, campaign, and more.
• Remote live monitoring and playback. Supervisors and managers can keep track of contact center activity from their desktop PCs.
• Flexible storage capabilities. Recordings can be retained for as long as needed using NAS, RAID, SAN, EMC Center, Audiolog Centralized Archiving, or Audiolog Virtual Media, which enables recordings and related information to be stored using almost any third-party media.
• Screen recording capability. Record multiple screens at multiple workstations. Playback can be sychronized with audio recordings, providing complete review of customer interaction details.
• Audiolog Interaction Quality. Customizable evaluation forms, powerful interactive assessment tools, and synchronized audio and screens help increase supervisor productivity and enhance agent performance.