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Introduction
Voice recording is used to
track telephone calls, often a legal or regulatory requirement,
giving an impartial and utterly reliable witness to every important
telephone call. From calls to the emergency services to holiday
bookings taken over the phone, voice recordings can protect an
organisation from dispute and help it to refine its customer service
delivery.
In the financial sector,
comprehensive voice record keeping is now a mandatory requirement;
the UK 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.
These requirements demand
systems that do more than simply record telephone conversations in
bulk and archive them to tape. 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 metadata 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
electronics records to provide a complete chain of evidence in the
event of an inquiry or dispute.
Benefits
PVR voice recording is an
invaluable and versatile tool which enables you to comply with
business requirements, monitor call quality, enhance staff
performance and resolve customer disputes with ease.
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Reduces your liability with
indisputable call records that are tamper proof
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Resolves customer disputes, reduce
costly refunds & legal bills
Train, evaluate & monitor staff performance: reduce ‘churn’
in contact centres
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Improve customer service & retain
customers
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Maintain audit trails
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Comply with legislation & protect your
business
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Features
Call and contact centres, government agencies, public safety, financial, education, GP surgeries and other industries throughout the UK rely on PVR solutions. PVR features include:
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Live call monitoring
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Search & playback
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Instant recall & call retrieval
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PanaStat call management software
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Remote access LAN/WAN
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Storage & archiving
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Quality control management
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Comprehensive range of reports
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E-mailing features & alarms
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PC include
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Converting recording to WAVE format
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Support of the third party playback
tools (Windows media, CoolEdit, etc.)
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Saving multiple copies of the
recording to hard-drive(s), network drive, or ftp
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Automatic archiving to DVD+RW, CD-RW,
network, USB, etc.
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Recording analogue telephone and
audio (radio, microphone, etc.) lines
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Recording digital PBX extensions
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Recording ISDN T1/E1/PRI/BRI line
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Multiple activation options: Loop
On/Off, VOX, PBX events, or manual recording
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Total of 256 channels per system
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Real-time monitoring and playback
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Instant recall while live monitoring
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