ZOOM CallREC

The solution ZOOM CallREC is expected easy work in the Cisco and Genesys environments and supports deployments both on own platforms of the company, and in the hosted and multirent environments. Each version of this product is carefully tested for support of integration with the latest IP-UATS and contact centers.

Components

Advanced Player Customer interactions can be broken into separate parts – the interactive voice response system, waiting of queue, a conversation with the operator, deduction of a call, consulting calls and conference calls. Reproducing all sequence on one time scale, the Advanced Player player at once gives an overall picture of what actions were taken. This opportunity can be used also out of contact center. In case of the incident connected with security, or the emergency call it is possible to reproduce difficult scenarios of calls easily. Advanced Player allows to check who called, to learn duration and time of a call and in accuracy to set the transferred information.

Management of lifecycle of multimedia data Centralized operation by all multimedia records and determination of lifecycle for each type of interaction. Use of disk space according to regulatory requirements on record and information storage. All actions connected with the stored files can be defined on the basis of various data from contact center and/or the CRM system that gives the chance to set different politicians of storage, for example, for these credit cards and outgoing commercial calls.

Record on demand

Using XML-functions of the Cisco IP phone it is possible to write easily a talk on demand. Put a call on record in the middle of a conversation or even after its end. All call will always be saved from the very beginning.

Availability worldwide

The intuitive web interface is available in 10 languages (and their number grows) from any web browser.

Full support of the Cisco and Genesys platforms

Deep integration with Cisco

The solution ZOOM CallREC is created at close cooperation with Cisco for support of the Cisco IP telephony environment, and the product ZOOM CallREC is certified as the solution compatible to Cisco. CallREC provides close integration with the Cisco Unified Contact Center system in versions of Express and Enterprise that allows to look for the written talk by name the operator, to qualification group, waiting time, comments of the operator and many other attached data. Such integration does ZOOM CallREC by this solution for record in contact centers.

Flexible rules of record

Select additional numbers for record and a write mode on the basis of a combination of time, percentage or external data. Use flexible characters of substitution for the choice of additional numbers for record or for an exception of record. In case of need combine record of calls and screens, using rules on the basis of percentage. Enciphering of calls

In case of need cipher the written interactions to conform to regulatory requirements.

General audit

The complete control registry of all actions of users for providing the high level of security and the detailed analysis is stored. Detailed hierarchy diagram of transfer of privileges and security

Set settings of users and groups according to structure of your organization and appoint the detailed individual or group rights.

Suspension and resuming of record

Completely to conform to the PCI-DSS standard (and to the other requirements imposed to processing systems of payment cards), CallREC provides function of suspension of record which can work in due time, so that no confidential data were written and saved. Then record can be resumed.

Key management and check of compliance of PCI-DSS

Manage all settings connected with enciphering such as certificates, keys and encryption algorithms. Check compliance of your solution to requirements of PCI-DSS, having looked at the uniform report of the CallREC settings.

Support of a local IP telephony:

• Redirection, conferences, call transfer
• The Parkovanny and intercepted calls, invasion into a conversation
• The coupled lines, access to number from any device
• The direction of calls on KT-porty / applications (for example, IVR)

Integration with CRM systems

Attach external data of CRM systems and the platform of contact center to the written interactions for the purpose of quick search, a task of rules of record and the analysis.

The hosted deployment

CallREC can be unrolled as completely hosted solution that allows to provide services in a call recording to the clients.