AltiGen's Call Recording options provide a powerful tool for accurately capturing voice conversations. Call Recording
can be configured to record call center agent and regular extension calls and store them in centralized locations or end user
voicemail boxes.
Benefits of Call Recording include:
- Evaluating the performance
of individual agents and employees
- Training team members by example
- Call Center Quality Monitoring
- Protection
against litigation such as confirmation of verbal contracts
On Demand Call Recording to Voicemail
Agents and Supervisors can initiate
on-demand voice recording of their current call to voicemail. Once the call has finished, the recorded call will be
stored in the extension's voicemail box allowing for easy retrieval and playback.
Optional Centralized Call Recording
With Centralized Call Recording, conversations are recorded and stored
in a centralized location. Agents and Supervisors can initiate on-demand voice recording and once the call has finished,
the recorded call will be stored in the specified central location allowing the administrator to centrally manage and archive
all records.
Administrators can specify a percentage of calls (10%-100%) to be autmatically recorded to a centralized
location. Optional Centralized Recording can be configured to cover an entire Call Center Workgroup or individual extensions
or agents.
Managing Centralized Call Recording
with VR Manager
VRManager
is a voice recording management application for managing centralized recorded files. It is a Java based application with the
following main functions for administrators and reviewers.
Administrator Management Module:
- User Management
- File Conversion, Compression and Indexing configuration
- Storage Archive Management
- Activity Log Tracking
Client Interface Module:
- Searching and Sorting recorded files and records
- Playback of recorded conversations
- Export conversations to external locations as .WAV File
- Call Reporting Reports