Special Electronics. ...better survey. ReDat. Complex solution of call recording for contact centres, dispatchings, telecommunication operators

Transcription

1 Special Electronics...better survey ReDat Complex solution of call recording for contact centres, dispatchings, telecommunication operators

2 ReDat by RETIA company represents a complex solution for recording calls and observation of the customer service quality. It helps to improve the skills of agents and dispatchers. It reduces expenses on their training and thus makes operation more effective and assists in improving services for customers. ReDat is a verified solution RETIA has been working in the area of professional recording systems for more than 10 years. The reliability of the solutions based on the ReDat platform is being continuously proven by hundreds of installations in contact centres as well as in dispatching applications. It is also used in commercial and government institutions. ReDat independent of technology The company philosophy consists in ensuring compatibility with the most common telecommunication systems. ReDat records VoIP as well as conventional telecommunication systems, radio networks, computer screens and other data. The tools for integration with CTI servers, information systems and other user applications extend the utilizability of the system. ReDat brings individual approach The ever-growing accent on efficiency and responsibility of workers communicating on the telephone in contact centres, dispatching centre and business organizations brings the necessity of using recording devices. Technological advance, plain dealing and individual approach enable us to find the most convenient solution to common as well as specific requirements. Suggestions and requirements of our customers considerably influence next development of the product.

3 Product series ReDat is a modular system for simultaneous recording of individual as well as hundreds of calls. It provides a solution for centralized, as well as distributed topologies of telecommunication infrastructure. The product series includes the following elements: ReDat Application server The set of web applications of the ReDat Application server based on SQL database represents a complex tool for management of customer service quality. It brings comfortable environment for work with records and their further processing. It centralizes control, data and supervisory functions for the incorporated recording means. The ReDat Application server includes tools for interconnection with information and telecommunication systems. It is available by particular modules according to the users needs. Intuitive web environment Quick work with records Functions just click away Secured access National environments support Modular architecture Custom function adjustment Central database and archive of records CTI integration Recording by plans and rules Agents evaluation Documented API for integration with IS Manual record control from telephone keyboard or PC application Tools for administration and complex supervision ReDat 3 Recording unit is a sturdy voice communication recording device for VoIP, conventional telephony and for PC screens recording. The reliable technology with realtime OS is well-tested in critical applications. With user-friendly and flexible control, ReDat 3 Recording unit represents one of the most efficient solutions on the market. It is used independently or in the framework of complex solutions with the ReDat Application server. recording voice and PC screens in one device up to 128 extensions, 32 E1 trunks, 8 VoIP inputs 256 voice channels at the same time additional information from CTI and CDR ports recording hoax and threatening calls control of recording from telephone redundant solutions such as RAID, redundant power supply source, dual archiving analogue telephones, radiostations, microphones ISDN telephones, digital extensions, 2Mbit trunks DECT, TETRA, GSM-R dispatcher and trading systems recording by passive as well as conference mode VoIP on the side of branches as well as trunks H.323, SIP, MGCP, protocols of PBX producers PC screens synchronously with voice recording ReDat VoIP Recorder is software for recording IP telephony on the Windows platform. It is intended for monitoring and recording tens of simultaneous VoIP calls. It operates standardly as a part of the ReDat Application server. The basic recording functions are provided independently. VoIP calls recording passively on the LAN Ethernet interface standardized protocols H.323 and SIP and protocols of branch exchange producers saving records in folder structure in wav or mp3 formats flexible and documented API is used as a part of applications of other producers ReDat Phone Recorder The product is designed for recording individual channels in non-critical applications. It includes recording software for Windows OS and choice of interface modules with USB or Ethernet bus for connection of analogue or digital lines. The call records are saved into files sorted transparently in folders and are supplemented by html list with identifications of incoming and outgoing numbers. The interface modules are based on the parameters of time-proven certified ReDat 3 systems and are provided in these designs: USB module with analogue interface USB module with digital interface for connection of 2-wire and 4-wire digital extensions Ethernet module with digital interface for remote connection of digital extensions via LAN Ethernet

4 for contact centres The ReDat recording system represents a powerful tool which considerably helps to increase efficiency of contact centre operation and reduce operating costs. For your better information on operation, needs and possibilities of further improvement of your work, ReDat is the right solution. Its economic return is surprisingly quick. the modularity of the system enables gradual extending according to the growth of your contact centre you can record all calls, the calls concerning certain projects, or randomly selected calls to secure the quality control tools for integration with telecommunication systems (CTI) supplement the records database by further important parameters you can hardly manage middle-sized and larger contact centres effectively, plan training, motivate the operators, control and increase the quality of services without tools for automatic evaluation of records ReDat Application server Work with records provides means and tools for documenting work for external customers of a contact centre provides records as documents on orders by telephone and serves as evidence when considering complaints and disputes list of records with easy and quick sorting, searching by all items of the database operations with records by a mouse-click or via context menu selecting records, descriptions, editing of allowed parameters by user saving selected records into selections, bulk operations with records filtering, named filters, saving results, statistical outputs above the record lists download or sending a record by , saving records in wav or mp3 formats PC screens recording Aren t your operators wasting valued time by groping in the information system menu? Was the training of your staff for utilizing the information system successful? Synchronized reproduction of the call record with the agent s work on the PC (screen recording) reveals the agent s knowledge of the information system and his critical points. Thus it helps to make his work more effective and reduce the company expenses. What you cannot measure, you cannot control!

5 for dispatcher applications A unique feature of the system is its technological independence. All you need to monitor, will be recorded reliably and archived for a long time. Your data will be available at any time and ready for further processing. reliable recording of emergency and dispatcher calls solution for telephone technologies, radio networks, supporting and technological data on one platform Monitoring securely saved data without the possibility of modification protocol on utilization of the device and the records easy incorporation into supervisory systems quick availability of records for the operators as well as the management possibility of integration with dispatcher applications live monitoring of agents enables catching the agent s unsuitably held communication very early the function is a standard part of the system, you save money on PBX equipment the calls are recorded and monitored in real time activation of listening-in or replaying of the last record is available at any time you can work with the record even during the call manual control of the recording from the position of agent as well as supervisor record upon confirmation you decide about saving the record during, or after finishing the call the function is supported for IP as well as conventional telephones Evaluation of agents The application of agents evaluation brings system into the customer service quality observation. Full automatization of performing evaluation from the selection of records, submitting for evaluation, processing statistics and results guarantees functionality and effectivity of the process. Selected records for performing evaluation are used as models in training of the operators. The output schemes and charts enable recognition of the operator s capabilities, motivating remuneration, planning of trainings and considering their effectivity and suggesting changes in the communication processes. Reproduction of the call record with the operator s PC screen record (screen recording) serves for considering of the information system knowledge and searching for the critical points in its attendance. user-friendly method of modification and creation of forms questions sorted in sections, point rating, additional change of significance set of sample forms manual or automatized selecting of records for evaluation rating with simultaneous control of record replaying statistical outputs, schemes and charts comparing efficiency of agents, groups.... consulting the performed evaluations with operators with a record from the interview data for evaluation of results and effectivity of the operators training Technological cooperation To ensure compatibility of products and support from the producers side, Retia maintains application partnerships (Alcatel, Siemens, Genesys, Cisco, Etrali and others)

6 as hosting solution Telecommunication operators get a possibility to extend their range of services by a flat-rate virtual service of recording. Outstanding stability, sturdiness and scalability of the system, the elements of redundant use and load distribution predetermine ReDat for employment on the side of the operator. central administration by the service provider modular scalable structure, extending according to the required capacities integration with the operator s technology support of the most common VoIP technologies incorporation into supervisory applications flexible licence conditions web interface for the user, personalized configuration of recording by the user Control and administration of recording total recording and recording by plans selective recording with conditions according to the direction of the call, numbers list, campaign,... automatic and manual archiving of selected records automatic setup of archiving by a filter or project, which is a standard functionality for outsourced contact centres keeping a complete history of the users work and the system status including searching and statistics automatic or manual updating of user profiles makes the agents administration easier Central administration and supervision Securing of remote configuration and monitoring of functions is enabled by the tools for central administration and supervision. The ReDat Explorer application is operated on a server with Windows OS, it secures remote management and online supervision of ReDat 3, ReDat Phone Recorder, ReDat VoIP Recorder and ReDat Application server devices. Operation states and error messages are displayed on the supervisory console, sent by or SMS message. The SNMP protocol is supported for incorporation into extensive supervisory structures. Ser vices Retia provides complex solutions and services for entire product lifetime project of optimal incorporation of recording system into the telecommunication infrastructure and information system installation and putting the system into operation service in the place of installation 365 days a year with response time by the customer s requirements testing operation and acceptation tests maintenance program, regular system upgrade policy extending the system by the needs and growth of an organization remote supervision and administration of the system from the RETIA supervisory centre

7 integrated The recording system becomes a part of your technology for customer service. Tight interconnection with this technology provides more flexible ways of use. Linking with telecommunication technologies enables to use the most suitable method of recording and adding important information on calls into the recording system. The most demanded functionality of the integration with CTI integration information systems is pairing voice records with protocols on communication and direct reproduction of records from the environment of the information system. The users work with a familiar environment of their application and there is no need to learn to use another system. Incorporation into supervisory systems enables monitoring of the functions of your whole technology from one centre. Utilization of some of the well-tested solutions of integration with CTI means extends the system by information and functionalities appreciated especially when used in contact centres. It provides agent identification, campaign number, skill sets, information on IVR codes,... It brings further possibilities of incorporation of the recording system, extension of selective recording use or centralized recording solution in extensive telecommunication networks. Incorporation into your IS The ReDat recording system provides means for integration with other information technologies. Most often it is integrated with information systems for customer relationship management CRM and dispatcher applications. Standard requirements are: linking the voice record with a corresponding item of CRM system activity and reproduction of the record from the environment of the system establishment of a dispatcher system activity on the basis of a new voice record adding supplementary call parameters into the record database passing the record database into external system indication of record activity and status and supervisory functions synchronization of user accounts of the recording and information system The ReDat system provides a documented application interface on the level of ReDat Application server ( http, XML ) as well as on the level of recording means. Control from the position of operator Is the operator required to decide how to handle the records of his calls? Do you need to select records for further processing or investigation, like in the event of threatening by telephone? Autonomous recording functions can be supplemented by tools of user control of recording. The ReDat Line Monitor application, by means of the icon in the system bar, provides immediate information on the line activity and the record method of the call in process.the operator decides whether the call just recorded should be saved, sent by , or he can deactivate recording of the current call. The operator has immediate access to his latest records, which he can replay, select, or change the method of their saving. The ReDat Phone Control set of applications enables utilization of these functions directly from the telephone menu. Supported are the telephones with XML menu technology (e.g. Cisco 79xx series, Siemens...). A limited set of functions is also implemented for other system telephones of conventional telephony. About the company The joint-stock company RETIA was established in 1993 by a team of top specialists in the branches of radiolocation data and communication. The main know-how of the company consists in development and production of special electronics for military systems and in professional recording systems ReDat. The company has its own modern area with latest technical equipment for development, testing and production, including testing laboratories. From its start, RETIA, Inc. undergoes permanent development and nowadays it is a company with strong foundations and a leader on the Czech market in the area of recording systems. Special Electronics

8 Selected supported technologies Analogue radio networks MFC, FSK Tesla TRS Digital radio networks: GSM-R Nortel, Siemens Tetra Motorola Tetra Dimetra, Compact Tetra Tetrapol Matra/EADS DECT Siemens, Alcatel, Ericsson Conventional and converged PBX, VoIP telecommunication systems Alcatel 4300, 4400, OXO, EXE Siemens HiCom, HiPath Ericsson BusinessPhone, MD110, MX1 Avaya Definity, IP Office Nortel Meridian, Communication servers Panasonic KX-TDA Philips Sopho DGT Millenium Cisco CallManager Asterisk NetCentrex Dispatcher and trading systems Siemens TradeBoard Etrali TTC TouchCall D-Com RadioVoice Solutions of contact centres and CTI servers Siemens HiPath ProCenter, Carol Genesys Alcatel CC Agent, TSAPI Ericsson Solidus ecare Nortel Symposium Envox CT Connect Cisco JTAPI, IPCC RETIA, Inc. Pražská 341 Zelené Předměstí Pardubice Czech Republic Telephone: Fax: