Unified Communications Software
Contents
Products and Solutions
Overview
Ensure
you have the right facts - review the actual conversation !
CyTrack® CyRecord™ is a powerful and flexible Voice Recording Solution with optional integration to desktop applications such as Outlook or your Customer Relationship Management System (CRM) or Database, Access and many other Windows Based Applications. Features include Record on Demand, Random or Full Time recording or Record by agent entered call catagory. Recording options include desktop USB, Extension or Trunk side architecture. CyRecord includes optional business process rules and catagorisation of recordings by completion code.
Benefits
Service Demands
For many businesses recording telephone calls is a necessity - whether the recording forms part of a business contract, or is required as a fail safe or is required for documentation - voice recording is a serious business technology today.Improve Staff Capability for better Service
Staff can benefit greatly from being able to record calls on-demand - from a complex telephone call, a customer complaint or simple note taking.Performance Monitoring
In today's modern business environment, providing quality service is a key objective. CyRecord™ provides a low cost method to monitor staff performance on the telephone and use the information for quality management and training.Low Cost
CyRecord is one of the lowest cost and simplest to install and manage ways of recording telephone calls.Functionality
On Demand
CyRecord™ allows you to record conversations on the telephone at the click of an icon in CyDesk™ and then have the recorded conversation stored under the Outlook® or CRM contact record. Replay messages by clicking on the CyRecord™ Message and played back via your PC Multi-Media Speakers. Messages can be easily emailed and forwarded.Record All
CyRecord™ optionally allows the administrator to set CyRecord settings for assigned users to record every voice conversation and store the files to a central location for review and/or archive as applicable - the recording can also be available to be stored under the Outlook® or CRM contact record as standard. Replay messages by clicking on the CyRecord™ Message and played back via your PC Multi-Media Speakers. Messages can be easily emailed and forwarded. Optionally the Record playback tab on CyDesk™ can be screened from the agent so that recording playbacks are only available by the administrator.Random Record
CyRecord™ optionally allows the administrator to set CyRecord™ settings for assigned users to randomly record voice conversations and store the files to a central location for review and/or archive as applicable. As with record all calls, the Record playback tab on CyDesk™ can be screened from the agent so that recording playbacks are only available by the administrator.Conditional Record
CyRecord™ optionally allows the administrator to set call completion catagories to be presented to the agent which then can control whether CyRecord™ is activated and also whereby the recording filename can be appended with codes configured into the call completion activity.
Features
- Entry level simple and conveniant connection via users PC soundcard or USB port
- Option for central server based voice board with direct connection to analogie or digital PABX handsets with CyRecord Premier™
- Option for central server based voice board with direct connection to PABX BRI or PRI Trunks with CyRecord Premier™
- Record on Demand, Conditional Record, Record All or Random Calls
- Files stored as .wav or MP3
- Compressed storage approx. 120k per minute via MP3
(following features available when integrated with CyDesk™ only)
- Record on Demand
- Conditional Recording
- All Recording controls from your PC desktop
- Link recording file to date, time, agent name, call completion codes and customer name
- Auto-link to CRM or Outlook customer record when integrated with CyDesk™
- Allow/Disallow user playback and email of recordings On-Demand Voice Recording
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Works over Terminal Services/Thin Client (check with sales for correct model)
Documentation
Further Reference
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