For companies already utilising an Avaya IP Office infrastructure and needing to record 30 simultaneous calls or less, we recommend the Avaya integrated ContactStore developed by Verint.
For more sophisticated and scaleable call recording, including the capture of data activity, we work with solutions from a number of vendors including: Nice. Witness, Verint and Higher Ground.
Benefits of Call Recording Soltions:
Reduce operational coast
Improve customer service and satisfaction
Make more informed decisions
Better understand customers and employees
Improve employee training and coaching
Call Recording Solutions - Interaction Recorder:
The Interaction Recorder software provides an easy and cost-effective way to record, store, and manage interactions, and further allows for screen recording to enhance agent training and supervisor effectiveness.
For agent training, Interaction Recorder’s powerful recording and scoring features allow contact centres to train agents more comprehensively to become more effective more rapidly.
The complete integration and testing assurance of Interaction Recorder within CIC also ensures recording success and eliminates integration issues that exist when using third-party recording products.
Moreover with the launch of Interaction Recorder version 2.4, the Interaction Recorder application offers an innovative and useful Interaction Screen Recorder option to track an agent’s screens for enhanced training and scoring as well as transaction verifications and compliance.
Interaction Recorder additionally offers a recording verification algorithm to ensure that the recordings provided are, in fact, the actual pure recording — giving management teams the raw history for the most effective decision-making possible.
Finally, Interaction Recorder provides the multimedia recording capability few other recording solutions offer, allowing organizations to “record” and archive e-mail, fax and Web chat contents as well as telephone calls.
With seven years of development and customer deployments, and with more than 33% of 100,000 contact centre seats using the Interaction Recorder solution, Interaction Recorder is a proven recording solution for any customer contact environment.
Founded in 1992 by management consultants, CTI Solutions has evolved into one of Australia’s leading specialists in the provision of high quality communications services and support to businesses across Australia.
Intelligent communications are the most significant investment your company will ever make. They are the key to cost effectiveness and efficiency, and without them no business can operate successfully. With years of experience and expertise, CTI Solutions is poised to help you navigate the rapidly changing world of telecommunications technologies to find the solution that is best suited to your unique needs.
Our primary focus is to help clients understand how technology can benefit their business, and provide an end-to-end solution to achieve their telecommunications goals.
We take care of everything from the provisioning and billing of phone lines, to internet services, data requirements, network services, phone systems, fax servers and mobile phones.
Our corporate headquarters are in Sydney, and we operate across NSW, Victoria and Queensland. Our broad network of service partners and alliances extends to clients around the country.