::"Light-on-the-LAN/WAN" TCP/IP
Architecture::
VoiceLink monitors/records
and compresses voice at the agent PC. This
ensures:
-
Digitized and compressed voice is sent to
the archive server without congesting your
network
-
All call related data is sent with
the recording ensuring ease of retrieval
- Does not require any connection to the telephone
network for significant cost reduction
::Dependability::
- Windows based
- Auto-diagnostic for system failure
identification
- Multiple level alarm
functionality
- Multiple level security for user access and
system maintenance
- Remote maintenance
::Agent Call Traffic
Analysis::
VoiceLink
enables the analysis of agent call traffic by hour, day and
month. Reporting is displayed in textual and graphical
format. The data can further be compared to other agents and
exported for further analysis.
::Easy API Integration::
Agent workstation API integration is the easiest
and most effective way to control recording trigger and to
acquire call events and also business related parameters
automatically as most of the useful data is available in
agents workstation. Admin/Supervisor workstation API
integration can embed the administration and retrieval
functions into the Admin/Supervisors front-end application.
VoiceLink API Suite provides DLL and Active X versions for
different agent front-end environments. This includes VB,
VC++ and Web based environment such as html and Java. With
both Agent API and Admin/Supervisor API, VoiceLink can be
completely integrated into call center front-end
applications.
::VoiceLink Screen
Recording
Insight::
VoiceLink Screen Recording
provides high quality; full motion screen recording of a PC
desktop that could be streamed over an intranet, Internet or
within local PCs. By using a sophisticated compression
mechanism, VoiceLink is able to capture every keystroke and
mouse movement, in real-time, and make the entire session
available for playback in anywhere on an IP
network.
::Agent Quality Management
Application::
The VoiceLink/TalkTactics Agent Quality
Management solution is designed to help improve agent
performance by equipping them with different skills that are
used in daily call center operations, resulting in more
efficient and effective service in return of customer
loyalty.
The AQM Model includes setting
user defined Key performance Index (KPI), Training,
Enhancement, Evaluation, Coaching, assessing, etc. Through
any internet browsers, users can perform management,
evaluation, and review functions within the center at
anywhere anytime. Voice and screen recording solution have
jointed to provide the best-of-breed evaluation
service.
::Other Optional
Features::
- Agent Playback
Application.
- Time /
Random Scheduled Selective Recording
Application.
- N+1 Back-Up
Redundancy Application.
- Server
Mirroring Application.