Call recording provides an accurate record of what was said, by whom and when. It avoids the need for repetition or speaking slowly, creates voice files to attach to client records and provides a perfect aid to training, dispute resolution and compliance requirements. Recording calls gives the small to medium enterprise the same benefits and advantages that hitherto have been enjoyed by those with large IT budgets.
In the Call Centre Environment
Inter-Tel's call recording solutions can help analyse the performance of individual agents, groups or even an entire call centre, enabling you to spot trends and respond proactively or to compare agents, groups, supervisors and evaluators. Call centre managers can measure agent call handling behaviours enabling improved management with the clear, reliable data necessary to refine call-handling processes.
Scalable and Flexible Solutions
Not only are Inter-Tel's call recording solutions designed to minimise your technology expenditure and increase product serviceability, but are also compatible with most telephone systems. Features & options include:
- PC screen recording
- Agent evolution suite
- Playback to telephone
- Browser based search & playback
- Large online storage capacities (up to 90,000 hours)
- Centralised recording of calls via ISDN, analogue and digital keysets, VoIP
The Inter-Tel Advantage
Traditional call recording is limited functionality, typically offering just time, date and call duration search fields. Inter-Tel call recording expands this functionality by taking full advantage of its Open Architecture Interface (OAI) delivering superior cradle to grave reporting.
- Extensive Search Facility
- Extension number
- On hold/transfer details
- Inbound/outbound field
- Agent logon ID
- Number of call segments
- DNIS (Number dialled by customer)
- Dialed-out-number
- Incoming call number
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| Call & Screen Recording – for the ultimate solution |
More OAI Integration Benefits
- Reliable real-time CTI control
- Cutting out music-on-hold recording
- Cutting out auto-attendant recording
Complete Control–
Screen Recording
The simplicity of Inter-Tel call recording solutions not only means you have complete control over how, when and where calls are recorded, but also delivers screen recording which allows you to record on-screen activities at the same time a call is being recorded.
Storing Recorded Calls
Inter-Tel call recording solutions offer a variety of ways to store and manage call recording. Depending on your requirement Inter-Tel can offer:
- DVD-Ram storage solution–up to 3,000 hours per disk
- Mass online storage solution–up to 90,000 hours on a single recorder
- Online storage options:
- Network Attached Storage (NAS)
- RAID
- Control archiving of calls
Call Recording
