SME Call Recording
Vocal WordWatch
Wordwatch is an enterprise level professional call recording and quality monitoring system. It uses a modular architecture with industry standard technology...
Vocal WordWatch
Wordwatch is an enterprise level professional call recording and quality monitoring system. It uses a modular architecture with industry standard technology, an approach which ensures recording requirements from 100 channels upwards can be handled just as easily as smaller requirements should a scaled down version be necessary to suit more specialist needs.
Simplicity & Flexibility
The simple to use Wordwatch web browser front end provides rules-based access from any location and with non-stop recording it delivers fail safe hardware for mission critical applications. Available as a stand alone or networked solution it can seamlessly integrate into most business environments and works with both TDM and VoIP configurations.
Key Features
- Quality Scoring – Web-based browser access provides fast and intuitive reporting tools that enable managers to comprehensively grade agents and teams to improve customer service
- Network storage – Stores all recordings with secure protocols for as long as legislation or necessity dictates, and has the ability to mirror files to a designated DR site
- Screen capture – Captures all of the agent’s screen activity along with the voice file to provide a true to life agent/customer replay scenario - perfect for agent development
- Speech analytics – Mass exporting of files provides rapid indexing and search capability, essential for speech analytics to quantify customer behaviour and value
- Mobile phone ready – Accepts recordings from the mobile phones of field and home worker staff so that all recordings are collected and stored in a single compliant location
- Security encryption – ensure it meets compliance standards
Key Benefits
- Flexible, easy deployment - Can be installed as either a Hosted or CPE (Customer Premise Equipment) solution
- Intuitive, easy to use interface – ensures minimal training is required
- Economical – high performance to expenditure ratio due to modular architecture without compromising on quality or capability
- Supports multi-site set ups and configurations
- Provides audit trail – to monitor and track activities in the systems
- Comes with build-sure policy – guaranteeing that Wordwatch remains compatible with your telephone system for the duration of its lifetime
