Record audio through your telephony platform or upload directly via APIs. Integrated with Avaya, Genesys, Cisco, or any VoIP system.
The audio recording solution can monitor and record off of a number of common telephony platforms as well as any VoIP system or any audio streams using SIP and RTP. The recording solution can be hosted on servers at your organization or traffic can be directed through a VPN tunnel to be recorded on our servers. Recordings continue even during network outages and are uploaded as soon as connections are reestablished.
Recording can be handled using two different methods. Avaya TSAPI can be used to gather metadata and monitor call events and DMCC can be used to record audio. Another available option is to use Avaya CVLAN to watch for call events and setup port mirroring directly to a server for audio recording.
Metadata and call events are monitored through a Genesys T-Server. RTP traffic is then recorded for the audio.
Events and metadata are gathered using a Cisco SIP Trunk. RTP traffic is also used for audio recording.
Plain VoIP can be used to record audio. Just about any system that uses SIP and RTP can be recorded. If extra security is needed or a VPN is not desirable, SRTP can also be used.
Each channel is recorded as a separate file. Typically this is a channel for the agent and a channel for the customer, but it is not restricted to just two. A file per channel can be useful for playback, interaction graphics, as well as analytic engines such as speech.
Calls are recorded directly from their streams as RTP files. These are then converted into wav and mp3 for playback and integration use. Only what is needed is kept. For example, if you only use playback then only the mp3 will be kept.
Calls do not have to be recorded directly. If you already have a recording system API commands can be used to create interactions and upload files. Conversion to appropriate formats still happen and playback functions exactly the same.
Record any number of monitors in any configuration. Trigger recordings on call events or via API commands.
Monitors are recorded using a client application installed on agent desktops. Triggering to start recording is handled through the web application and is initiated by either call events or API commands.
Any number of monitors can be recorded and each monitor can be at any position or orientation. On playback the position and orientation will be used to show like the agent would see each. Each monitor is recorded as a different file for playback speed as well as integration options.
Screen is recorded to mp4 files using H.264 codec. This ensures good quality, small size, as well using a common file type for playback in other systems. Files are saved locally only until they can be uploaded, but are encrypted while at rest.
Evaluate calls and interactions with fully customizable forms and scoring methods. Calibrate, Arbitrate, and Coach from there.
Create as many custom forms as is needed. Each form can have any number of categories and each category can have any number of questions. Categories and questions can be shared between different forms in order to both have consistent questions as well as to be able to report on similar metrics across projects, teams, or sites.
Each question on a form can be of many types including yes/no, multi-select, single-select, free text, or just numeric. Scoring for questions is completely configurable. Each question can have a different scoring amounts and methods and multiple choice questions can have different scores per selectable answer. Not applicable can be turned on or off for each question and how each question behaves when marked this way can also be controlled. Rules can also be added to show and hide questions based on answers to other questions in the form. Auto-fail for categories or forms is an additional type that can be used to keep useful metrics while also not giving credit to catastrophic failures.
As with all functions, everything can be controlled with API commands. Forms can be built, evaluations can be filled out and completed, and evaluation data can be filtered and pulled out for reporting or integrations.
Manually or randomly create lists for evaluators. Evaluate interactions from from these lists in order or pick and choose.
Queues are convenient lists of interactions where the goal is to evaluate each interaction. Evaluators can be given access to multiple queues and complete either the top incomplete evaluation or any evaluation depending on settings. Once an evaluation has been completed the interaction no longer appears in the list.
Populating queues can be done manually by selecting interactions or evaluations in other views and sending them to a manual queue. More often queues are setup to automatically populate daily, weekly, or monthly. When an automatic queue is created items are pulled in by number per agent, number per evaluator, number of interactions, or a percentage over periods of time.
Items in queues are interactions that can be evaluated, however these items can come from either basic interactions or from completed evaluations depending on the workflow.
Interaction based queues allow for evaluation and calibration workflows. The evaluation workflow is simply doing an evaluation for each interaction in the queue. The calibration workflow allows multiple evaluators to complete their own evaluation for each interaction. When all are done these can be viewed side-by-side in order to compare and calibrate results.
Evaluation based queues start with an interaction that already has a completed evaluation. Workflows for these queues include evaluation, calibration, arbitration, and coaching. Evaluation in this case is actually completing an evaluation on the evaluator not the agent. This means you will be completing a form about how well the evaluator completed their evaluation. Calibration is similar to the interaction calibration workflow, but with the twist that each evaluator is calibrating against the evaluation submitted on the interaction at first. Arbitration items start when an agent reviews an evaluation and decides to dispute the form or a particular question. Once in arbitration an evaluator can rescore or leave the score alone. Coaching simply allows keeping a list of evaluations to go over with an agent. When done these coaching evaluations can be marked as done with a date.
Build your own reports including filters and sub-reports. All data is available to build your tables from. Export directly to Excel.
Everything that can be accessed in the application can be pulled into a report. When you create a report you start with a data type which includes interactions, evaluations, employees, projects, among others. With a data type selected you can then add any number of columns for that dataset. Each column can be sorted or filtered as well as moved around and resized. Certain types of your custom reports can also be set as sub-reports for the reports to drill down into each row.
After custom reports are created you can view and share these reports. You can also export to excel, print, or setup scheduled emails.
Use the same credentials to sign in as you use for your PC. Your organization controls your directory and its rules.
Azure Active Directory is used for authentication. If your organization uses Office 365 then you are already setup to login to the system with no changes. If you do not have Office 365, but have a local active directory we can setup an Azure AD and have it sync with your local AD allowing you to login with your windows logins. Other login methods are supported as well, but it is encouraged to use Azure Active Directory. This gives your organization control over users, passwords, and other group policies. With this setup users will be able to use the system with the same login they use for their workstation.
Each record can consist of any number of files. Include images, emails, text messages, tables, and more.
Interactions should be thought of as a group of files rather than a call or message. Each interaction can have any number of files attached and all can be played back, viewed, downloaded, and evaluated. Each interaction can also have any number of metadata records attached as well which are grouped and show up as usable columns. Interactions can be viewed in near real-time as when calls are recorded a new interaction is generated with a start date but no end date.
Interaction files can include common types for audio and video, but also other types that could be used to track other customer communication. Allowed formats include mp3, wav, rtp, mp4, email (eml or msg) including attachments, text files or text messages, images (png, gif, jpg), html files, and csv tables. If there is a format specific to your organization let us know and it can likely be added as well.
Every action is recorded. When something changes an audit log is kept and can be retrieved using reports.
When a user views an interaction, plays a call, evaluates, changes configuration, or does any action on the system it is recorded in our database. Each audit action can be viewed through reporting which is necessary for compliance.
Transactions, files, databases, and configuration are all locked down and encrypted.
Everything in transit encrypted. Everything is transmitted with HTTPS using TLS 1.2 which provides the best encryption method available currently. If new versions of TLS are release everything is setup to easily transition. No other methods are allowed.
Everything at rest is encrypted. All of our databases are encrypted using transparent data encryption. All of our stored files are encrypted with our own encryption using AES with 256-bit keys; one key per file. Audio and video are encrypted when recorded and remain encrypted until they are able to be uploaded. While uploading they are encrypted due to the restriction to use HTTPS using TLS 1.2.
Tools, processes, agreements, and more to help you comply with PCI, HIPAA, or other regulatory requirements.
Your data is secure not just because of our encryption techniques, but also due to our processes. From encryption to change control and code reviews, everything is locked down. Audit data is available through the application and permissions to each feature can be controlled by your organization.
We currently have customers that require PCI as well as HIPAA compliance. Let us know if you require special compliance and we will make any changes that are needed.
Start with a single agent and grow to thousands of concurrent recordings. Seasonal spikes and quick growth can easily be accommodated.
Everything is setup in such a way that more can be added or removed with no impact to the system. You can record 1 call a day or thousands concurrently with no down time. Because of this infrastructure we can work with your organization to do what you need to do. You can start with a few agents and add more as needed or as you grow. If you have seasonal spikes where volume increases dramatically you will not have to the full amount available for the rest of the year.
All configuration is controlled from a single spot. Use the same UI to add agents or configure recording servers.
The only configuration that is not created or updated on the web application is the configuration used for applications to connect. Those local configurations are set once and then encrypted. Everything else can be configured by your team easily through the administration UI. In addition to being easy to configure and change, most configuration can be updated in near real-time. As an example, if you add a new agent they could have new calls record within seconds.
Everything is available using API commands. Add interactions, update configuration, get data, and integrate with other systems.
Your organization has access to all of the API commands that are used for the entire UI as well as all of the automatic systems. This means you can automate anything the system does or you can easily integrate with external systems or processes.
All of our data gathering API commands use Open Data Protcol (OData). This makes it so you can get data out of our REST API using OData filters, selects, expands, or anything else available through OData. We also have complete and dynamic documentation.
Show your logo, your company colors, and even use your organization's domain. As far as anyone knows, you made this.
There are controls to set your company logo and company colors. When you do this the site looks as though you are using a special internal tool. For most this is just a fun feature, but for some companies it can be important that it is your tool when your customers or vendors sign in. To take this further the application allows multiple domains. You could setup a sub-domain and use that address for the site instead of our default. Something like recordings.YourCompany.com.
Playback audio, video, and view other interactions with a tool designed for your workflow. Download calls and files anytime.
The playback tool runs right in your browser without any additional installs or plug-ins. The player is able to pull in all of an interaction's files and either play them at the right timing or show them as needed for text, images, or emails. Audio playback includes normal controls, as well as a volumemetric waveform where you can see each side and quickly decide what parts have little talking, are beeps, or have cross talking. This is incredibly useful to actually see a call as well as provide a means of skipping sections of silence. The email viewer also includes the ability to see or download email attachments. Annotations can quickly be added to calls in the player as well.
Any amount of custom data can be added to an interaction. When a new piece is added, a new column is automatically available. Pull from your telephony platform or add with API commands.
Interactions, interaction files, and employees can all have any amount of custom data added. Metadata is grouped and tracked in the system in such a way that it acts as tabular data, meaning it is like a new column has been added for each piece. Metadata can be added using API commands at any time, even after a call is complete. Metadata can also be seen in reports and filtered an selected through API command using OData. If your organization has custom data that can be retrieved in your telephony platform, the system can automatically pull this data as call events are captured.
Mute a segment of audio and video even after the recording has ended. Manually edit or redact through API commands.
There are certain parts of calls that should not be kept in recordings. These can include credit card information, patient information, or something sensitive to your organization. In the playback tool there is a permission based option to mark a segment of audio and video to be redacted. The user clicks and drags out the part that needs to be removed and writes a note. A process then picks up the interaction and clears that segment from all audio and video files. As with everything, this is also available through API commands.
Mark segments of a call in order to download important snippets or integrate with external systems.
Some organizations must keep track of segments of calls, such as a key phrase or authorization. These segments can be marked during or after a call by the agent or through API commands. Once marked each segment can be streamed or downloaded separately. Any number of segments can be created, and with any amount of overlapping.
Mute a call while it is in progress. Use mute on demand for sensitive data or IVR systems.
Agents can start and stop muting on an active call at any time. The segments they have marked will be redacted so that those segments are not heard or seen in the final recording. Muting can also be controlled through API commands so that integration with other systems such as an IVR is easy. This is a feature focused on compliance, but could have specialized purpose as well.
Receive messages when important events happen.
Many events from completed evaluations to configuration changes can be setup for alerting. Configuration is easy to setup and most alerts are near real-time.
Group interactions, evaluations, agents, and evaluators. Projects allow you to organize and restrict based on logical grouping.
Projects provide an easy way to organize interactions, evaluations, agents, evaluators, and telephony and recording options. Projects make it easy to restrict access between sites, departments, or campaign. These groups can be used to send notifications and alerts as well. Projects can also contain telephony configuration allowing more control over recording rules.
Mark important events in calls. A sale, something an agent said, or something only your organization tracks.
During playback an employee can click or click and drag out a range to mark a segment of a call with a note. These notes can be organized into categories and will be visible during playback as a note but also with a graphical representation of the segment where it happens in the call. This can be used during an evaluation, as part of the arbitration workflow, or as a note for coaching. The annotations can be created using API commands as well as used as a filter with other OData API filters.