Record communications, enhance performance, transform your business. for Avaya IP Office

Transcription

1 Record communications, enhance performance, transform your business for Avaya IP Office

2 Slicker operations, improved performance, delighted customers: Clarify puts your business back in your hands. Get more from your communications Clarify is a recording and evaluation solution for Avaya IP Office, designed to make a difference where it matters most: to your customers, staff and the bottom line. Combining intelligent recording technology with intuitive interfaces, Clarify lets you capture, process and store important phone interactions for easy retrieval and in-depth analysis. Clarify enables businesses to prioritise customer experience, as a training and assessment tool that identifies performance gaps and helps staff improve. For peace of mind and compliance purposes, Clarify handles information securely and in line with the latest UK and EU regulations. It uses advanced encryption, provides infinite storage, and includes user policy permissions and PCI compliant card payment processing options. The standard version requires no additional IP Office licensing to deliver recording, training and compliance capabilities. For businesses with more sophisticated recording needs, the Clarify Advanced Feature Pack offers features such as quality measurement, screen recording, live call access, automated PCI start/stop, policy-based recording, and API integration with other business systems. ideas that change everything

3 oak.co.uk Capture every detail Securely store, analyse and share the conversations that matter. Introducing call recording on demand Clarify captures and stores every conversation that takes place over the phone, ready for analysis, auditing, compliance and training purposes. Advanced features allow you to define which calls or parts of calls are recorded and who can access them for greater control over your communications. Retrospective Once a call has been recorded, you can define whether it is saved based on the user, dialled number, CLI and DDI. Flexible/on-demand* Record all calls handled by a specified person or the occasional sample on demand. Real-time rules* Specify real-time recording criteria to closely adhere to compliance requirements. Screen* Capture screen activity as well as voice during a conversation for a complete picture of customer interaction. Customise your playlist Recordings are safely stored, easy to search and quick to retrieve, whether you want to check a contract, evaluate staff performance, compile FAQs, or collate evidence for sharing. Intelligent searching Find the call recording you need quickly and easily using advanced filters, tags, flags and marks. Stereo playback Establish precisely 'who said what' on a call by listening to each side of the conversation in turn. User defined access Choose who can access recordings, from limited guest access to full administrator access. Export to MP3 call files to colleagues or customers to improve day-to-day service. Policy-based playback* Restrict access to certain parts of a call to approved personnel, securing sensitive information. Call sharing* An added layer of security that sends a time-limited playback link to the recipient, where access restrictions still apply even after it s been shared. * Only available as part of the Clarify Advanced Features pack.

4 Protect your business For total peace of mind, discover built-in security and compliance options that keep your back covered. Tick all the boxes Clarify helps you meet the latest requirements from the FCA, PCI DSS, MiFID II and GDPR, keeping sensitive data secure with a range of flexible compliance options. AES 256 bit encryption Stores all recordings in a tamperproof format to provide evidence for investigation, whilst also helping to deter internal misconduct. Long-term storage Store recordings for as long as you need in a robust database with superior response times to searches. GDPR conformity Uphold the customer s right to be forgotten, with options to prevent calls being recorded and stored, and the ability to selectively remove calls from the database. Generate reports on records/numbers impacted. HTTPS security The Clarify browser-based interface supports secure HTTPS traffic. Card payment processing Enjoy all the benefits of call recording without capturing card payment details, with a choice of options to keep PCI compliance simple: DTMF start/stop Enter a code into the handset to pause/resume recording of a call in progress. Fast. Simple. Secure. Automated start/stop* Choose from a variety of methods that detect when a card payment is being made and automatically pause/resume recording. DTMF suppression For card details entered using a handset, the tones of each digit can be flat-toned to make them unrecognisable on a recording without affecting the information sent to a payment IVR system. Dispute resolution Even the best businesses have to deal with customer complaints and misunderstandings. The ability to review calls with customers can help settle disputes quickly and amicably before they escalate into costly legal battles. With Clarify, you can listen to each side of the conversation in turn to establish who said what, and even check what was entered on screen. Should the worst happen, Clarify encrypted recordings are recognised evidence in a court of law that could help save your money and reputation. * Only available as part of the Clarify Advanced Features pack.

5 oak.co.uk Get to grips with performance Unleash your potential with tools that transform customer experience. Quality Measurement* An advanced assessment and reporting tool rolled into one, Clarify QM lets you evaluate and monitor individual and departmental performance in detail against defined objectives. You can identify knowledge and skill gaps, as well as trends in customer behaviour, to inform training, sales and service strategies. Projects Create projects to support key short-term or long-term service objectives, such as customer greeting or upselling. Questionnaires Choose from standard and customisable templates. Stay on target. Assessments Select playlists based on user ID, customer numbers, CLI and DDI, and apply specified Questionnaires to populate Projects. Reports Project outcomes are presented as comprehensive reports to help monitor and forecast progress. Agent Client The Clarify Agent Client is a nurturing tool that lets individuals track their own performance scores and view supervisor feedback. An intelligent Notes system facilitates a collaborative review of calls, providing staff with training and support when and where it s needed. Live Listening* Listening in to calls in progress on a select extension helps managers assess performance, train new employees, and support staff handling challenging scenarios. ideas that change everything * Only available as part of the Clarify Advanced Features pack.

6 Why Clarify makes the difference Optimised for the Avaya IP Office, Clarify delivers choice, flexibility and resilience at every level. Scalable and flexible Clarify gives you choice right from the start, with the option to add more features and users when you re ready. Easy search and playback, long-term storage, and compliance options can be upgraded to include advanced quality measurement, customised recording rules, and additional compliance features. Freedom of deployment Clarify fits with your current IT infrastructure: on-premises, multi-site, virtualised, cloud. It can be accessed, securely, on any device even across highly distributed organisations, delivering call recording audio and meta-data back to a single point of access. Business continuity For total peace of mind and where call recording is business-critical - as for FCA and MiFID II compliance purposes - recording system redundancy can be deployed to ensure that crucial call data is always captured. Highly responsive Clarify handles extremely large data volumes with ease, storing recordings for as long as you need in a robust database with superior response times to searches. With the CTI/TAPI-based Clarify Advanced Feature Pack and tight integration with Avaya IP Office, Clarify can apply rules and provide metadata on recording events as they happen. Tailored support packages Clarify installations are delivered with project management, training and a range of post-installation service and support options. Your tailored SupportX service plan includes access to our knowledgeable team of sales, service and technical experts, with Gold and Platinum packages offering system monitoring and rapid response times. Workflow optimisation For improved data-management and service provision, Clarify can be integrated with most third-party software, including CRMs, websites, and payment processing systems. Oak can create these links for you, or your ISV can embed functionality into their applications using our API. Tighter integration with the Avaya IP Office Oak Innovation is an accredited Avaya DevConnect Technology Partner, which means that Clarify has been designed and optimised for your Avaya IP Office telephony.

7 oak.co.uk With Oak it s different Oak has been capturing vital communications data for more than 30 years, with a passion for creating innovative solutions that provide critical information for strategy, service improvement and growth. Innovation is at our core We combine technical knowhow and creative flair in products anyone can use. We ground big ideas in real solutions allowing businesses to do things they couldn't before, or to do them better. We put our customers first We take time to understand the needs of our customers and design solutions accordingly. We're known for our friendly yet highly professional staff who are there for you every step of the way: from initial consultation and product demonstration, to project management, training, service contracts, and support from our UK helpdesk. ideas that change everything

8 Clarify puts your business back in your hands. Oak Innovation Limited 7 Albany Park, Cabot Lane, Poole, Dorset BH17 7BX tel: sales@oak.co.uk oak.co.uk Oak is an accredited ISO 9001:2015 company. Oak Systems International Eaton Center, 1 Dundas Street West, Suite 2500, Toronto, ON M5G 1Z3 Canada toll free & fax: local & fax: (+1) sales@oaksi.com oaksi.com Oak products are available from accredited resellers within the UK and internationally. E&OE08/18 V3 ideas that change everything