products
Call Recording
No matter what application environment is used with Softdial Contact Center™, call recording may be initiated for individual agents, for part or all of their calls, by campaign or globally.
Once calls have been recorded, you need fast, efficient access to those recordings. Softdial Recording Viewer™ is a client application that provides search and play access to voice recordings. When a call is reported, information about the call is gathered from Softdial Campaign Manager™ and stored as metadata in the recording file, enabling extensive search criterea.
See below for an example of the Viewer's Search screen.
Highlights:
User-friendly searches
Recordings can be found by use of standard tags such as
recording start time, call length time or telephone number.
Custom-specific tags
This means that recordings can be found using information that
is specific to the recording, such as value of orders in past year.
Suitable for all applications including hosted installations
No matter what the architecture of the solution recordings can be
easily made and retrieved – and passed to any relevant third party.
Call recording formats
Standard wav file format call recording is available, together
with a range of compressed or uncompressed formats.
Archiving options
Archiving can be configured to user specific requirements and
archived campaign records can be batched stored to preferred locations.
Once archived, records can then be copied to offline media such as DVD or DLT.