Smallogger II

The system created in CST has the functionality allowing to solve the most various problems: from quality control and monitoring of customer satisfaction, before increase in indicators of availability of contact center and prevention of losses of clients.

Feature of the solution is complex approach to the analysis of processes of client service of contact center using sensing technologies of the speech, assessment of parameters of speech activity and diagnostics of an emotional status of announcers.

The methodology put in Smart Logger II allows to refuse traditional approach to quality evaluation on the basis of random check of phonograms and to pass to 100% to quality control, estimating each call coming to contact center by a set of objectively measured parameters.

Appointment and fields of use

The Smallogger II self-contained unit is intended for record of telephone conversations and the voice information. Smallogger II is effective solution for remote monitoring of channels of the voice information on remote and geographically distributed objects.

Access to a sound recorder is provided only to authorized users. Work with the device on the https protocol which provides data protection by transfer on TCP/IP network is possible.

Smallogger II: self-contained unit of record of telephone conversations. Source: CST

The supported signal sources

• Analog and digital subscriber lines
• Microphones with ensuring phantom power to 12 V
• Linear exits
• Radio stations
• Lines of a digital stream E1

User web interface

Work with the device and sound files of phonograms does not require the special software — work with the device and phonograms is made via the web interface. To start work it is enough to specify the device IP address in an address bar of the Internet-browser. After the user authorization the main page of the web interface is loaded.

On the web page the main menu through which the user gets access to phonograms is located: "Database", to control functions: "Settings" "/users" and current information on operation of the device: "Reports", Status.

Monitoring of a distributed network

For the organization of the centralized condition monitoring of several Smallogger II devices installed on the distributed network it is possible to use the web application of Smallogger II Status Monitor. The main information on a status of recording devices of telephone conversations is displayed in a single window.

History

2012

The monitoring system and quality evaluations of work of call center operators of Smart Logger II of production of the Center of Speech Technologies (CST) is certified on compatibility with key solutions of Avaya company in the field of intellectual communications — Avaya Aura Communication Manager 6.0.1 and Avaya Aura Application Enablement Services 6.1.1. The compatibility of products allows contact centers to build in banks, insurance companies, call centers and other organizations better communications with the clients.

2011

The Center of Speech Technologies (CST) is the first Russian company which developments received an award of one of the largest media holdings in North America of TMC (Technology Marketing Corporation) focused on the market of telecommunications and CRM.

On tender of products and the solutions TMC of CST provided automatic system of quality control of work of call center operators of Smart Logger II. Experts of TMC noted the innovation approach to processes of monitoring and quality evaluation of work of call center operators implemented in Smart Logger II and gave to development the rank Communications Solutions Product of the Year Award. Meanwhile it is already the second award which is received by Smart Logger II within a year.

Smart Logger II also won the prize "Crystal Headset" at a ceremony of Call Center Awards 2011 in The Best Product nomination. In the fall of 2011 of Smart Logger II it is certified by Avaya company on compatibility with new generation of intelligent communication solutions. Both of these achievements testify to high quality of a product and uniqueness of functionality.