It is vital for all call and contact centers to record communication between their agents and clients. So far the records could have been used by the supervisor only to purposes such as quality management, training or settle complaints, but hundreds or thousands of recorded conversations have been stored in the recorders or backup storages unused. DSR Group's complex solutions help to turn all records into real value: they can be used as a database: can be filtered, listed and replayed by using key words or emotion detectors.
In this application more hundreds of VoIP communication channels are recorded by using SoliDBank® 601 Flat VoIP type devices. This large amount of data is automatically copied to an SLDCenter archiving, servicing and system administering center according to pre-selected conditions. The SLDC organizes the recorders into one homogeneous system, in which all replying, listing, filtering, storing and archiving activities are far safer, more reliable and easy-to-use.
In this call center AVAYA Communication Manager and AVAYA IVR are used. All calls and call related information are recorded by using port mirroring (or port tapping), the so called passive recording technology. Replaying the records and processing conversation are done by using the SLDCenter. This system provides long lasting reliability, ease of use and homogeneous solution.
Another advantage of this system is that it can be easily converted into a so called active recording solution by installing some DSR AVAYA VoIP 100 digital voice recorders that are able to communicate with the AES server through AVAYA DMCC/TSAPI interface actively.
