SKYPE FOR BUSINESS VOICE RECORDING

Transcription

1 SKYPE FOR BUSINESS VOICE RECORDING > PRODUCT OVERVIEW > THE BENEFITS > HOW IT WORKS Find out how Skype for Business Recording from TeleWare can help increase business productivity, support training, improve governance and help meet regulatory requirements. P R O D U C T F A C T S H E E T

2 PRODUCT OVERVIEW SKYPE FOR BUSINESS RECORDING IS A SECURE, CLOUD BASED SOLUTION WITH AN INTUITIVE WEB INTERFACE FOR RECORDING RETRIEVAL, REPLAY AND ARCHIVING. MICROSOFT SKYPE FOR BUSINESS AS A TELEPHONY SOLUTION WILL BE A TOP THREE GLOBAL TELEPHONY PROVIDER BY THE END OF Gartner Skype for Business (SfB) Recording from TeleWare enables businesses who use Microsoft Unified Communications applications to record their inbound and outbound calls, whether it s for regulatory compliance, quality management or to document a conversation. The benefits of SfB Recording can apply to businesses across a variety of sectors. Examples include: GENERAL > > Liability protection > > Dispute resolution > > Employee evaluation, training and quality management > > Record verbal agreements > > To set up temporary call centres FINANCIAL SERVICES > > Meets regulatory requirements including FCA and Dodd Frank > > Helps prevent employee wrongdoing > > Helps improve brand trust LEGAL > > Track billable hours for legal professionals > > Client recording during discovery process HEALTHCARE > > Track response times > > Monitor vital telephone based patient interactions and decisions that affect patient care > > Help ensure patient privacy 2

3 FEATURES AND BENEFITS ARCHIVING AND STORAGE IN THE CLOUD > > Any time, anywhere secured access. > > Captures and stores all recordings irrespective of geographical location or infrastructure, e.g. can support both Cisco and SfB. > > Quick and simple deployment with no significant upfront investment required. FLEXIBLE CONTRACTING AND PRICING > > Flexible contracting and pricing, including Pay As You Use (PAYU) and bundled options. > > Users can scale up/ down as required, giving organisations the ability to react quickly to market conditions. BUSINESS CONTINUITY > > Organisational assurance from mirrored resilience in a second data centre. INTERACTIVE WEB BASED PORTAL > > Interactive web based portal for recording retrieval, replay and archiving. > > Easy to access, use and manage, so reducing administration time and resource. BRANCH SUPPORT > > Simple and easy deployment of Survivable Branch Appliances (SBA s) with TeleWare software pre-installed. SECURITY OPTIONS AVAILABLE There are different security options available to meet business requirements: > Secure, tamper evident call recording to meet FCA and other regulatory requirements. > Encrypted call recording for additional security and peace of mind. ACTIVE RECORDING > > Direct stream recording gives reassurance and reliability of recording. RECORD ALL > > Delivers flexibility across your organisation by supporting peer-to-peer, federated, Survivable Branch Applications (SBA) and Public Switched Telephone Network (PSTN) calls. > > All inbound and outbound calls are recorded to meet regulatory requirements. STORAGE OPTIONS > > Call recordings are stored to meet regulatory requirements. > > Businesses can extend the storage period if required and have the option to store calls indefinitely. AUTOMATIC DELETION > > Call recordings are automatically deleted at the end of the defined storage period. 3

4 HOW IT WORKS TeleWare recording software is installed on the customer site to enable the recording of voice activity. All calls are recorded on the local SfB server and are instantaneously synchronised and passed into the TeleWare cloud. Call recordings are stored in the TeleWare cloud and are available for retrieval and replay via the TeleWare Call Recording Interface. OUTBOUND CALLS 1. User makes a call. 2. Call is initiated on mobile, fixed line or desktop device. 3. Call starts recording through TeleWare software on the customer site. A failover option is also available. 4. Call is received. 5. Once call is complete, the call recording is transferred to the cloud. The recording is then available for retrieval and replay on the TeleWare Call Recording Web Interface. INBOUND CALLS 1. Call is made to business. 2. Call starts recording through TeleWare software on the customer site. A failover option is also available. 3. Business answers the call. 4. Once call is complete, the call recording is transferred to the cloud. The recording is then available for retrieval and replay on the TeleWare Call Recording Web Interface. 4

5 ABOUT TELEWARE TELEWARE APPROACH Every business has an ethos, a working philosophy. Think Beyond is ours. It s the ideal that drives every one of us at TeleWare to achieve our common goal, to be the most creative communications technology partner in the world. MAKING ANYTHING POSSIBLE In everything we do, we think beyond the confines of existing technologies to pioneer something new. To us, anything is possible. We are curious. We relish the freedom to explore challenges, uncover opportunities and lead the way forward. As a result, we don t provide off the shelf products, we design solutions that meet the specific needs of partners and their customers. A UNIQUE APPROACH By approaching problems in a way that no one else does, we uncover key insights which drive us to an uncompromising, tailored solution that s commercially beneficial. We delve deeper, nurturing ideas, tailoring technology, integrating, supporting and always evolving. That s how together, we help you discover new opportunities, connect with your customers and grow your business. ADDITIONAL TELEWARE SOLUTIONS INTERACTIVE VOICE RESPONSE (IVR) An inbound call management system that offers a truly flexible and simple solution for the efficient and effective routing of calls. MOBILE VOICE AND SMS RECORDING Helping increase business productivity, support training, improve governance and meet regulatory requirements. INTELLIGENT NUMBER Log in to any device in the world using a single number, providing complete functionality any time, anywhere. AUTO ATTENDANT IVR with reduced functionality when only basic routing is needed. CLOUD CALL RECORDING All the functionality and benefits of Mobile Voice and SMS Recording but based on fixed line calls. To find out more about how TeleWare can help your business discover, connect and grow, contact our Think Beyond team today: +44 (0) thinkbeyond@teleware.com TW_SFB Recording_Product Factsheet_V1 5