Call Center Software Voice Recording and Quality Monitoring
Voice Recording System
Voice recording and quality monitoring have become essential components for organizations seeking to improve their call handling processes and ensure superior customer experiences. DeepCall system by Sarv offers advanced capabilities in voice recording and quality monitoring, addressing the need for efficient call management and reliable data storage. Let's explore the features and benefits of this system in detail.
Features of Voice Recording System
Voice Recording Capabilities
One of the key features of the DeepCall system is its comprehensive voice recording functionality. It records all incoming and outgoing calls, capturing the entire conversation between callers and officers. This includes calls that are transferred from one control room to another in the UP State, ensuring a complete record of interactions.
Data Storage and Access
The voice recordings of all calls are stored at the Data Center (DC) or Disaster Recovery Center (DRC) for the duration of the entire project. Additionally, the system maintains one-month live call data before archiving older recordings. Critical data is flagged for long-term storage on a suitable and accessible storage system like a Storage Area Network (SAN). This enables post-event analysis if required for judicial purposes.
Efficient Search and Retrieval
Deepcall offers a user-friendly interface for authorized personnel to search and filter voice recordings using various fields like date, time, caller name, location, case file number, and officer details. It allows for quick and accurate retrieval of specific recordings, saving time.. Recordings are easily accessible from both CO terminals and the live backup location, ensuring seamless access for staff without delays. With Deepcall, authorized personnel can efficiently retrieve the recordings they need.
High Availability and Integration
The voice recording system is designed for high availability, ensuring uninterrupted functionality. The system utilizes the recording interface provided by the Automatic Call Distribution (ACD) or Private Branch Exchange (PBX) system's API, enabling seamless integration with the ACD or PBX system. This integration ensures that 100% of voice calls are recorded, including calls coming from any type of trunk line such as Institutional Revolutionary Party (PRI)/Session Initiation Protocol (SIP), internal calls, and calls from Internet Protocol (IP) endpoints.
Reliable Storage and Archiving
The system offers online and offline storage capabilities, allowing organizations to store voice recordings digitally in a central database or a hierarchical file system. The recordings can be stored in standard formats like Waveform Audio File Format (WAV) or MPEG Audio Layer 3 (MP3), ensuring compatibility and ease of access. Additionally, archival options for network-attached storage or network drives are included as standard components of the recording platform, providing secure and reliable long-term storage.
Quality Monitoring and Training
DeepCall system offers comprehensive quality monitoring features to enhance performance and training. It includes screen recording functionality, capturing a percentage of the total recordings for quality evaluation and training purposes. By reviewing these recordings, organizations can identify areas for improvement, train their communication officers, and ensure consistent service quality.
Flexible Recording Options
The system allows for selective recording based on user-defined business rules. This means that voice-only, data-only, or voice and data recording can be configured based on specific event triggers, enabling your team to capture relevant information as per the requirements. This flexibility ensures efficient use of storage resources and focuses on capturing essential data.
Real-Time Monitoring and Officer Availability
DeepCall provides real-time officer monitoring, displaying the status of officers and indicating which officers are currently logged on. This feature allows supervisors to track officer availability and activity, facilitating efficient call distribution and ensuring optimal resource allocation.
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