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Call Recording

Startel Voice Logging ServiceStartel’s Integrated Voice Logger

The Startel Voice Logger is an intelligent voice documentation product that automatically records all agent-customer conversations and stores them as digital recordings for future playback. It is bundled with Startel Voice Services, including voicemail and e-fax services, and integrates directly into Startel’s Contact Management Center (CMC). The Startel Voice Logger is a cost-effective solution that companies, especially healthcare organizations, rely on to maintain compliance, reduce risk and liability, verify transactions and monitor service levels.

With the Startel Voice Logger you can:

RECORD 100% OF YOUR INTERACTIONS FOR QUALITY & TRAINING PURPOSES

Startel’s Voice Logger can record all agent-customer conversations and store them in a MP3 format, guaranteeing efficient use of disk space. These files can be set for universal playback capability on any multimedia compatible PC.

EASILY LOCATE THE DATA NEEDED WITH ITS SEARCH & RETRIEVAL FEATURES

Integration with Startel’s Soft Switch provides Voice Logger users with immediate access to almost any data associated with a recording. Search by Date and Time of Call, Client ID (not just a phone number), Call Duration, Agent Initials, and ANI/Caller ID.

USE DATA RETRIEVED TO ADD VALUE TO EVERY CUSTOMER INTERACTION

By extracting the intelligence gained from the voice recording, you can easily resolve customer issues and increase customer satisfaction.

dvsAnalytics’ Comprehensive Call & Screen Recording

dvsAnalytics' Call and Screen Recording Solution

Startel is a proud reseller of dvsAnalytics’ Encore™ Suite, which includes Call & Screen Recording, Quality Management and Reporting & Analytics. Different than the Startel Voice Logger, Encore Call & Screen Recording integrates voice recordings with desktop activity for maximum business intelligence. Ideal for contact centers, healthcare, financial services, public safety, consumer and telecom, Encore Call & Screen Recording helps to uncover agent challenges, ensure compliance and enhance the entire customer experience.

With Encore Call & Screen Recording, you can:

RECORD 100% OF YOUR INTERACTIONS OR JUST A PORTION OF YOUR CALLS

Whether you need 100% recording or selective, Encore records the conversations and desktop activity that takes place during a call and stores those files with associated
data captured from the phone switch and desktop applications into libraries. Encore Screen Recording also supports dual monitors, allowing you to record two monitors at once.

CREATE PLAYLISTS FOR EASY PLAYBACK

Built-in dynamic search playlists allow agents, supervisors and business users to create recording playlists and intuitive libraries according to select criteria (date, agent, customer, new orders, etc.). All recordings matching those parameters are automatically added to the respective playlist/library. Encore’s easy-to-use “iTunes®” type player allows evaluators to skip ahead and even tag certain sections within a call for further review.

SEARCH AND RETRIEVE CALLS FROM ANYWHERE

It doesn’t
matter if Encore is in one
office or 20 offices, users
are able to retrieve
recordings regardless of where they are stored. Built-in search functions, such as Date Range, Customer ID or Account Number, allow you to immediately retrieve the recordings and review or forward them to requesting party.

EVALUATE AGENT PERFORMANCE IN NEAR REAL-TIME

Using Encore’s Quality Management solution, which combines the call and screen recordings with an evaluation scorecard, managers can evaluate and score an agent’s performance in near real-time, allowing for immediate feedback and coaching.

CONSOLIDATES MULTIPLE DATA SOURCES FOR BUSINESS INTELLIGENCE

Encore Reporting consolidates data from recordings, the phone switch, desktop applications and optional analytics engines to identify best practices and coaching opportunities, and gain insight into customers’ needs and wants. It also provides on-demand or scheduled report delivery, offers extensive drill-down capabilities.

REST EASY KNOWING YOUR CUSTOMERS’ SENSITIVE DATA IS SAFE

Encore Call & Screen Recording is PCI and HIPAA compliant. It can encrypt or permanently remove medical record numbers, social security numbers, credit card numbers, credit card validation codes or values, and more using industry standard algorithms and secure protocols. This capability helps your organization protect sensitive personal and financial information from unauthorized users.

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