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Continuous mode registration – new concept for Contact Center
According to us the security aspect remains unquestioned priority in We constantly develop our own ideas and we build the unique solutions, which help our clients in accomplishing their strategic goals. Activity in dynamic business environment causes, that the economic evolution is perceived in constant category and we react pro-actively to our customers' needs. We want our activity to be transferred into your competitiveness, affectivity and flexibility. Independently of the fact, that you are responsible for the business and IT area of your company’s activity, we are only opening unlimited development possibilities before you. Pro-active look on the connections registration. The reality of the contemporary business is, in large measure, crated by legal and trade regulations referring to responsibility and practice in the range of risk management, result in the fact that many organizations proactively register and archive the interactions between clients/partners and workers. Nevertheless, registering the contacts is only a part of the task assuring the compliance with regulations. It is really important to maintain, archive and search for information in order to verify and acquire data and in the range of the related business intelligence. In this case we propose perfect solution - ‘Witness Systems’.
We are offering ‘Impact 360™ Full-time Recording’ – tested and reliable system used for registration, indexation and searching for interactions between customer and his interlocutor in traditional TDM, IP and mixed telephone environment. ‘Impact 360’ allows for registration all established interactions, independently of the registration location in Your company and in order to easily go through them and play them back. ‘Impact 360™ Full-time Recording’ is a part of ‘Impact 360 Workforce Optimization’, of ‘Witness Systems’. ‘Impact 360’ links management of efficiency, workers, continuous recording, quality monitoring and e-learning in the range of one platform, which constitutes one user’s interface providing system and reporting centralized administration, in connection to new software for registration of the customers opinions.
Owing to ‘Impact 360’ your organization can register and share the access to the information, collected from the entire company and can adequately react to it. As a result the decisions are taken quickly and accurately owing to using one, coordinated source of support, operation and service at lower ownership cost level.
The offered system is able to:
- implement elastic solution providing contacts registration in the continuous mode in order to control the compliance and sales, provide comfort and lower ownership total cost of the equipment based on various solutions, whereas on open standards
- register all interactions between customers and their interlocutors in particular environments: TDM, IP and mixed telephony, managing them with ease, using one user interface
- protect company’s investments, with the possibility of transferring own recording infrastructure from the traditional TDM environment to IP
- provide connection registration by many registering releasing actions, such as: D-Channel, VOX and CTI
- automatically or on demand register the full content of contacts
- enter and quickly change contacts registration parameters
- mark interactions containing valuable data in order to quickly find and identify them
- identify trends and patterns in registered contacts in order to stimulate changes;
- group contacts from various periods of time
In the past, in order to archive them, based on the business rules,
- manage recording devices and easily configure them, using centralized internet interface
- Code data in the time of their registration, sending and archiving using the optional functionality, meeting the AES256 standard requirements
‘IMPACT 360 FULL-TIME RECORDING’ OFFERS WIDE RANGE OF FUNCTIONALITY:
- Recording, searching, and playing the IP and TDM voice recordings back / contacts’ visualization
- Centralized archives
- Voice analysis
- Coding support (optional)
DATA REGISTRATION ALLOWS FOR OPERATION EFFECTIVITY CORRECTION
‘Impact 360 Full-time Recording’ system adapts to the company size, from the companies located in singular buildings to scattered organizations, running many offices and independently from the system’s size, provides centralized access to all contacts and the possibility of managing from one point. Recording registration platform, centrally supporting many offices, enables avoiding the complexity, expanses and administration difficulties related to maintaining many systems. ‘Impact 360’ works on open, standard PC platforms and voice cards, releasing Your company from the limitations and complexity appropriate to “own” systems and in the same time providing best adaptation to the scale of run enterprise. This feature ensures possibility of processing the data in the system from thousands of channels and many centers around the world in an efficient and economic way and includes sophisticated data storage, their reading in and presentation.
‘IMPACT 360 FUL-TIME RECORDING’ PROVIDES A WIDE RANGE OF FUNCTIONALITY:
Voice registration: ‘Impact 360 Full-time Recording’ system intercepts all interactions between the client and its interlocutor in the traditional IP or mixed TDM/IP telephony environment. Perfectly fits into the your own organization infrastructure, offering higher return on investment. Moreover, it works on available on market, not reserved pieces of equipment, reducing the total cost of ownership, allowing you to purchase and support system elements independently and eliminating the dependence on restricted equipment suppliers.
Owing to CTI, ‘Impact 360 Full-time Recording’ provides elaborated connections’ recording and indexing management in the real time. If CTI is not available for recordings registration control, the solution supports also VOX and D-channel registration, providing reliable connections’ registration and storing. The system can be configured to work in any of these modes or based on CTI, depending on the requirements related to your business activity. ‘Impact 360 Full-time Recording’ applies the same common architecture in the IP telephony environment as in the registration system in the company, which is based on traditional telephony. If your company did not perform any migration do the IP-based solutions, the architecture of the open systems allows you to support IP recording in the future using the existing TDM equipment. Along the evolution in your company’s telephonic infrastructure, ‘Impact 360 Full-time Recording’ has the equipment supporting both TDM recording as well as IP recording, ensuring their collision-free coexistence. It is even possible to manage the TDM and IP recorders from one interface. If your company uses the IP telephony, ‘Impact 360’ offers benefits resulting from contacts registration, their browsing and analyzing practically each telephone user. All interactions can be registered automatically, from every internal number. Whereas, the telephones are integrated to IP, ‘Impact 360’ delivers users interface for recording directly on the telephone display. In order to register and archive the contact data from the beginning till the end, it is enough to simply push the button at any moment.
Storing and browsing data – Voice recording and the connection data are archived together in one connected data base. It is possible to locally archive the contacts on a DVD disk. Application of the storing option on the RAID-5 disk or using cooperation with one of the partners ‘Witness Systems’ providing data storing - each of these solutions ensures quick recording of any amount of data, immediate access and especially high level of noise immunity. In order to avoid the system stoppages and to avoid the data loss in case of disk breakdown a double power supply and interchangeable hard disks can be used. If the legal regulations require storing data from interactions for longer period of time – e.g. for six months, 2 years or 7 years – the requirement can be met by central archive manager, which is based on a internet browser. Such solution enables quick and easy access to important interactions, which were transferred to long-term archives depending on your applied criteria. This way you will get an additional guarantee, that data of the most important connections re available and protected in case of risk responsibility related to their disclosure.
Contacts visualization - ‘Impact 360 Full-time Recording’ presents graphical numbers of registered interactions, allowing you to quickly identify trends and patterns in registered contacts. Applied character and interactions’ results classification is based on “color code”, which makes it easy to find, read in and browse interesting and untypical contacts, concentrating on the areas, which interest the user.
Speech analysis - ‘Impact 360 Full-time Recording’ introduces modern tool for speech analysis, data and trends localization for content analysis of the clients’ interactions. Browsing and analysis of recordings in order to find specific words and phrases assists in identification of trends and patterns, which provide base for analysis of the first cause, implementation of improvements in processes and intelligent customer's research.
Centralized Administration and Reporting - ‘Impact 360’ ensures centralized administration of workers utilization optimization in many buildings, enabling faster decision taking and their immediate realization. You have the possibility to manage information on personnel from one place in the system, what reduces the general administration cost and total ownership cost. Common tool for reporting with one program for reporting in entire system, namely ‘Impact 360’, allows you to choose one of the wide range of standard, preconfigured reports or to enter queries “ad hoc” for more elaborated and identified analysis of your operation.
Data Encryption possibility – “ Impact 360” uses a code AES256 for data protection during its registration, sending and storing. This optional functionality includes a separate codes management system, enabling transferring and storing data about clients with its protection against unauthorized access.
Effective security management requires engaging the knowledge potential, which is not subject to devaluation. This orientation suggests establishing long-lasting relations with a competent partner like Wola Info. Acquiring a trusted consultant and reactive cooperator, who spreads a preventive umbrella over the IT infrastructure, will guarantee data security.