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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
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