CommsOffice Voice

CommsOffice Voice call recording solutions include call management reporting features, a high specification PC/server and unlimited client licences for search and playback.

Two of the main reasons for companies investing in recording are dispute resolution and call centre quality and training. Both demand different approaches to voice capture and storage, but both also require users to consider a variety of common factors when planning their voice recording.

Statutory or regulatory imperative is the primary driver of this trend. In the financial sector, for instance, where millions are traded over the phone every day, comprehensive voice record keeping is now a mandatory requirement; the Financial Services Association demands that voice transactions be as easily recovered and audited as any other kind of electronic record. This means that not only must financial traders employ a "blanket" policy of capturing all voice transactions, both inbound and outbound but they must also be able to accurately recover the records of those transactions in a "reasonable time" and also guarantee their authenticity.

To ensure that the right calls can be recovered in the "reasonable time" demanded by the FSA (typically within two days of it being requested), call logging systems must also be able to apply meaningful data to call records that enable multiple-call transactions to be recovered as a compound record; they must be able to identify all calls made by a given individual; and they must be able to associate voice records with relevant electronic records to provide a complete chain of evidence in the event of an inquiry or dispute.

Creating an audit trail for evidential purposes, then,has been the primary focus of voice capture efforts. But many companies are beginning to realise that those voice files contain potentially valuable information about the quality of service that they provide to customers - and how that quality might be improved.

CommsOffice Voice Features

• Real-time live call monitoring
• Easy search/playback
• Unlimited Remote access program, web browser, or over the phone
• Automatic or on demand recording
• Email recordings as WAV files
• Quality control score or grade agent performance
• Date/time stamp
• Capture extension, agent, time, caller id, dialed numbers, duration & more
• Manual notes can be added during live call monitoring or when a call completes
• Call reports: wide range of telephony reports
• Play recordings from reports via speaker icons
• Automatic archiving
• 128bit encryption
• Microsoft Outlook appearance - familiar & easy to use
• Multi-site capability
• Built-in alarms & fraud prevention to highlight telephone system abuse
• Includes custom build database utilities

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CommsSoft Gallery

The CommsOffice Wallboard allows a variety of configurations for contact centre display.

The CommsOffice Today screen summarises the day's most important statistics, as younfigured by yourself.

Peak telephone usage times are easily identified with the CommsOffice Peak Times Report

Calls By Extension is one of the standard CommsOffice reports.

The CommsOffice phone system software suite comes with a variety of upgrade options.

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