flexible Voice Recording Solution with optional integration to desktop applications such as Outlook or your Customer Relationship Management System (CRM) or Database, Access and many other Windows Based Applications. Features include Record on Demand, Random or Full Time recording or Record by agent entered call catagory. Recording options include desktop USB, Extension or Trunk side architecture. CyRecord includes optional business process rules and catagorisation of recordings by completion code.
Key Business Benefits
- Service Demands – For many businesses recording telephone calls is a necessity – whether the recording forms part of a business contract, or is required as a fail safe or is required for documentation – voice recording is a serious business technology today.
- Improve Staff Capability for better Service – Staff can benefit greatly from being able to record calls on-demand – from a complex telephone call, a customer complaint or simple note taking.
- Performance Monitoring – In today’s modern business environment, providing quality service is a key objective. CyRecord provides a low cost method to monitor staff performance on the telephone and use the information for quality management and training.
- Low Cost – CyRecord is one of the lowest cost and simplest to install and manage ways of recording telephone calls.
Functionality
- On Demand – CyRecord allows you to record conversations on the telephone at the click of an icon in CyDesk and then have the recorded conversation stored under the Outlook® or CRM contact record. Replay messages by clicking on the CyRecord Message and played back via your PC Multi-Media Speakers. Messages can be easily emailed and forwarded.
- Record All – CyRecord optionally allows the administrator to set CyRecord settings for assigned users to record every voice conversation and store the files to a central location for review and/or archive as applicable – the recording can also be available to be stored under the Outlook® or CRM contact record as standard. Replay messages by clicking on the CyRecord Message and played back via your PC Multi-Media Speakers. Messages can be easily emailed and forwarded. Optionally the Record playback tab on CyDesk can be screened from the agent so that recording playbacks are only available by the administrator.
- Random Record – CyRecord optionally allows the administrator to set CyRecord settings for assigned users to randomly record voice conversations and store the files to a central location for review and/or archive as applicable. As with record all calls, the Record playback tab on CyDesk can be screened from the agent so that recording playbacks are only available by the administrator.
Features
- Record All or Random Calls
- Files stored as .wav or MP3
- Compressed storage approx. 120k per minute via MP3
The following features available when integrated with CyDesk only)
- Record on Demand
- All Recording controls from your PC desktop
- Link recording file to date, time, agent name, call completion codes and customer name
- Auto-link to CRM or Outlook customer record when integrated with CyDesk
- Allow/Disallow user playback and email of recordings On-Demand Voice Recording
- Works over Terminal Services/Thin Client (with PC as workstation)