FocusRecord™ Total/Continuous Recording

FocusRecord™ provides your enterprise with a highly reliable server based recording solution. FocusRecord™ continuously records, archives, stores and provides high-speed access to thousands of hours of customer interactions. FocusRecord™ allows for multi-user access capabilities allowing playback of voice and screen sessions and real-time monitoring of any agent, by any number of supervisors. Simply stated, it records all transactions or conversations made by any agent or trader in the Contact Center.

FocusRecord™ is a non-proprietary, completely server based (Windows NT, 2000 and 2003) system and can support up to 192 individual channels or 8 T1s of recording on a single Voice Recording Server Module or more depending on requirements. Each FocusRecord server can optionally be fitted to perform as a single server recording platform supporting VoIP, analog, digital, and trunk side recording. As an added benefit FocusRecord™ also supports digital station taps with D-channel signaling support for unparallel integration to your existing system. FocusRecord™ provides you the ability for centralized archive recording using our intelligent mass storage module or other storage devices such as network storage, SAN, CD-ROM, DVD-RAM or Tape.

FocusRecord™ Highlights Include

  • Continuous multimedia recording solution
  • Captures 100% of customer interactions
  • Supports VoIP, Analog, Digital, T1 and E1 Interfaces
  • Station side D-Channel signaling support
  • Resides on Windows NT/2000/2003 Server platform
  • Supports all major PBX/ACDs
  • Supports Online QA auditing & analytical performance reporting
  • Ability to conduct selective and continuous recording on same platform
  • All-in-one server solution
  • Web enabled with enhanced replay options
  • Increased customer satisfaction and retention
  • Identification of training needs
  • Support for 192+ channels per server
  • Ability to support continuous screen recording (requires ScreenLog)
  • Ability to support live voice/screen monitoring via IP
  • Identification of agent strengths and weaknesses
  • Ability to generate fair and concise reports
  • Increased agent morale and reduce staff turnover
  • LAN/WAN based Client/Server technology
  • Support for Oracle, SQL or any ODBC compliant database
  • Support for rules based recording and auditing
  • Enhanced replay and visual studio
  • Cost effective, easy to install and maintain business tool