Voice Recording

Voice Recording Overview

Voice Recording provides a business with a user level recording function and allows calls to be recorded in real time either proactively or reactively. The Voice Recording application is directly integrated with the platform and works across all Hosted and SIPT User license types.

Voice Recording storage is set per company/site built on the platform, and the available options for cloud storage are as follows:

30 Days – Ideal for low level usage and non-business impacting usage
180 Days – ideal for compliance to FSA regulations and for training purposes
7 Years (2560 Days) – ideal for businesses operating in the financial sector

Voice Recording Features

Administrative Options

Configuration of recording policies, recording playback, recording delete, recording archive and many other features.

Intuitive Dashboard

Summarised recorded calls are displayed on the landing page dashboard. View Calls By Category, Frequent Callers, Call Location, Agent Summary, Storage Stats etc

Real Time Monitoring

Company/Site Administrators have the ability to monitor and listen in on calls in progress. Useful for training, order verification, and client time-logging

Stored Recordings

Recorded calls are dynamically displayed and can be auto played from within the portal in addition to Download and Export features, Email Recordings, and CRM Integration

Download Calls

Company/Site Administrators have the ability to download batches or multiple recorded calls as a zipped file. Ideal for sending recorded calls, or saving them for future reference

Archive Tool

The Archive Tool allows Company/Site Administrators to archive Voice Recordings to ISO images. These image files can be burned to a CD/DVD at the convenience of the administrator

Annotations

The Company/Site Administrator has the ability to playback calls, and add text comments at key points as well as upload documents associated with a call.

CRM Integration

CRM allows the Company/Site Administrator to connect with a CRM application to upload recorded call files to specific contacts in the CRM application