POLTYS CCRecord Pro
There are many reasons you may be needing a call recording service. Internal policies may have changed within the company, government regulations may be in effect, or you may be looking to increase the business bottom line.
Poltys CCRecord delivers a non-intrusive call recording solution over trunks and/ or extensions that allows you to record what you need, when you need it.
Key User Benefits:
- Dispute Resolution - Calls can be found quickly and an extract of the call can be emailed to a client to confirm contract details
- Compliance Demonstration - It is quick and easy to show that compliance rules have been followed
- Quality Monitoring - Calls can be reviewed to ensure that all clients have been dealt with professionally at all times
- Performance Improvement - Recorded calls help staff to develop their telephone and telesales techniques
- Conference Facilities - Share conference calls and online meetings with business colleagues
Total Call Recording Solution:
CCRecord offers the full range of recording targets:- Extension Side - SIP, IPPT (Panasonic proprietary MGCP), PT (Panasonic proprietary digital), Analog
- Trunk Side - SIP, Q.SIG, ISDN PRI, Analog
Centralized Multi-site Recording
CCRecord provides centralized call recording for multi-site PBX deployments. Each remote site is assigned with a separate call recording server, and the calls are managed by a single site using CCView. Multi-site recording can be carried out at the trunk and/ or extension levels.
Q.SIG Recording Support
CCRecord Pro can record multiple PBX sites linked via Q.SIG protocol.
CCRecord and Payment Card Industry Data Security Compliance
In a Call Center, Customers are frequently asked to read their credit card information, CVV code, and expiration date to Call Center Agents. As a matter of fact, almost all Call Centers deploy call recording solutions, which are capturing and storing all of this sensitive Customer data. These recordings are accessible by a host of Call Center personnel and generally they did not fall under the Payment Card Industry Data Security Standards (PCI DSS).
To address these concerns, the Payment Card Industry Security Standards Council issued a revised recommendation about Call Center recordings. The bottom line is that companies can no longer store digital recordings that include CVV information if those recordings can be queried, and the recorded information shall be encrypted to assure secure access to the designated personnel only.
Poltys CCRecord is 100% PCI DSS compliant, providing start/stop recording feature at Agent level, mechanism that prevents the recording of sensitive Customer data, and strong encryption of all recorded information using AES 128 algorithm.
Automatic Notification on Failure
From now on you should not worried about the proper functioning of the call recording system. CCRecord automatically notifies you by Email when something went wrong with the recording harness. Thus you can isolate and fix the issue in next to no time, substantially minimizing the down time of the system.
CCView 2012 with CCRecord Pro
- Call Center: Call center calls can be recorded and used to retain employees. They can also be used to settle disputes when a “he said/she said” scenario presents itself.
- Medical Facilities: Recorded call can be used to prove that medical follow-ups were made and procedures were explained dot patient after leaving medical facility.
- Legal Institutions: Attorney-client calls can be record and later used to settle billing disputes.
- Prisons: Record calls between inmates and outside called party.
- Alarm companies: Poltys CCRecord can be used by an alarm company to record the calls when and alarm is tripped and alarm rep calls the homeowner. This way they have a record that the call was made to the home along with a recording of the person providing the password.
- Track telephony activity, employee productivity, security, and confidentiality - Track the total call volume, call duration and various other statistics for individual extensions and groups
- Track employee calls - Track employees making toll free calls, potentially fraudulent calls and calls to competition to leak information
- Track incoming calls - Track threat calls or 911 calls
- Track eficiency of market advertisements - Analyze which advertising campaign provided the best return on investment
- Provide proof of call/ liability - Proof of calls to protect against someone holding the business liable
- Review a phone call - Search and listen to an important conversation with a client
- Provide quality monitoring - Ensure that the employees are providing the right information to the customers and provide high quality service and support
- Help on employee training - Provide a set of good and bad calls as a part of training to a new employee
- Enhance Customer Experience - Ensure consistency and accuracy across your employees giving information over the phone
- Ensure security - Isolate and listen to threatening calls coming into the company