OmniPCX RECORD Suite Enterprise solutions for real-time call recording - PowerPoint PPT Presentation

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OmniPCX RECORD Suite Enterprise solutions for real-time call recording

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OmniPCX RECORD Suite Enterprise solutions for real-time call recording

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  1. OmniPCX RECORD SuiteEnterprise solutions for real-time call recording April 2010

  2. Agenda • Market requirements and customer challenges • Solution description • OmniPCX RECORD Suite • Case studies • New features • Alcatel-Lucent advantage • Summary 2 | OmniPCX RECORD Suite | April 2010

  3. Market trends and customer challenges 1 Market requirements and customer challenges

  4. Enterprise market recording requirements • Total recording of all call traffic, including screen capture of agent desktop • Recording all agent activity for quality assurance, compliance and conflict resolution • Ability to capture sample recordings of agent interactions for monitoring and training purposes • Web-based user interface that allows off-site personnel to remotely access, search and replay recordings from archives • Robust security administration controls for protection of client data • Silent, real-time monitoring of calls • Fully web-enabled architecture • Seamless PBX platform integration • Fortune 500 company guarantee and customer support • Competitive pricing structure The Solution: OmniPCX RECORDSUITE from Alcatel-Lucent 4 | OmniPCX RECORD Suite | April 2010

  5. Why record agent activity? Capturing and recording are important for… • Ethics and compliance: Enterprises are committed to ensuring their employees and customers have quality transactional experiences • Government mandates: More and more regulations are being enacted that require financial and real-estate transactions to be recorded • Risk management: When disputes arise, a record of the interaction provides proof of what transpired between the customer and the agent • Performance issues: Recording and monitoring ensures that employees are performing appropriately to their assigned duties • Employee training: Sample recordings can be used as a review tool to help identify areas in need of improvement 5 | OmniPCX RECORD Suite | April 2010

  6. Who can benefit from the OmniPCX RECORD Suite ? It’s not just for call centers… Many types of companies need to preserve records of customer transactions: • Hospitality: To confirm reservation requests • Sales: To ensure absolute accuracy of orders • Legal: To fully document client conversations 6 | OmniPCX RECORD Suite | April 2010

  7. 2 Solution description

  8. VoIP solutions: Streamlined architecture OmniPCXRECORD OmniPCXRECORDPacketizer • IP-DR link (CSTA) • E1 • PCM • Call server OmniPCXRECORDPacketizer • PSTN • IP • E1 • PCM • TDM • 4068 • IP Recorded set • CSTA • * 4068 duplicates the RTP audio stream

  9. Bluebox packetizer for TDM Bluebox packetizer simplifies and streamlines recordings Bluebox packetizer: • Converts all trunk signaling to IP • E1 connectivity to PCM card • T1 • Analog DR link: • Captures all attributes

  10. TDM solutions: Streamlined architecture OmniPCXRECORD OmniPCXRECORDPacketizer • DR link (CSTA) • E1 • PCM • Call server OmniPCXRECORDPacketizer • PSTN • IP • E1 • PCM Recorded set • TDM • 4068 • IP • CSTA • * OXE duplicates audio stream internally and sends audio traffic via PCM-E1 to packetizer, which transforms TDM to IP

  11. High Availability: Streamlined architecture

  12. 3 OmniPCX RECORD Suite 12 | OmniPCX RECORD Suite | April 2010

  13. OmniPCX RECORD Suite: Overview Web-based supervisor GUI for system-wide views Web-based agent GUI for individual agent view Record and playback from any location Off-site silent monitoring of agents Synchronized audio and screen capture Record-on-demand from IP phone Encryption and security Email call recording as a file attachment Real-time retrieval of archived call recordings 13 | OmniPCX RECORD Suite | April 2010

  14. OmniPCX RECORD Suite: Productivity modules • RECORDSUITE Scalable, modular design to satisfy each client’s specific needs and budget • OmniPCXRECORDBase application for call recording • OmniPCXCAPTUREScreen capture for audio-visual play back • OmniPCXSCORE Agent score cards for quality reporting

  15. OmniPCX RECORD application: Key features • Total recording of all call traffic • Web-based user interface • Robust security administration • Annotation of calls • Flagging and grading of calls • Customized reporting • Emailing of calls • Recording of VoIP, analog, digital and mixed communications • Centralized recording in multi-node environments • Support of multiple audio file formats (MP3, GSM 6.10, WAV, WMA) 15 | OmniPCX RECORD Suite | April 2010

  16. OmniPCX CAPTURE application: Key features • Agent screen capture functionality viewed from embedded screen within the RECORD application • Capture window can be moved or resized to maximize use of screen real estate • Both RECORD and CAPTURE applications hosted on a single server

  17. OmniPCX SCORE application: Key features • Customizable score cards • Easy-to-use scoring functionality • Flexible reporting layouts • Automated report scheduling and delivery

  18. 4 Case studies

  19. OmniPCX RECORD Suite: Case studies • Challenge #1 • Customer needed ability to record customer transactions and monitor agent performance. Previous legal fees due to disagreement exceeded RECORD costs. • Result: Performance improved when session logging (screen capture) implemented. Recordings provided insurance against further disputes. • Challenge #2 • Business partner wanted to host recording ability for multiple customers. Configuration installed supported two agent groups with separation between two agent groups. • Result: OmniPCX RECORD installed supporting two separate organizations. • Challenge #3 • Customer requested lower-cost recording solution with High Availability (HA). • Result: HA option installed for fail-over protection. OmniPCX RECORD installed in HA mode ensures business continuity if failures occurs. 19 | OmniPCX RECORD Suite | April 2010

  20. 5 New features 20 | OmniPCX RECORD Suite | April 2010

  21. New features for Release 2.0 Dynamic channel allocation (TDM) PCI compliance IP attendant recording On-demand retroactive voice recording Global ID on call records Thales encryption support • Records encryption • Stop/start recording from web • Multilanguage (French, English, Spanish, German, Portuguese, Italian) • Enhanced filtering capabilities • Enhanced audit trail • Playback control (variable speed, and screen) • Sectional replay of call • Audio amplitude reader • Login authentication via Radius 21 | OmniPCX RECORD Suite | April 2010

  22. 6 Alcatel-Lucent advantage 22 | OmniPCX RECORD Suite | April 2010

  23. Why choose Alcatel-Lucent? Enterprises benefit from… Alcatel-Lucent guarantee and support Richly-featured and thoughtfully-executed productivity solutions Scalable, modular design to satisfy specific requirements and budget Unrivaled integration with OmniPCX Enterprise Communication Server IPDR, DR and PCM connectivity Alcatel-Lucent front-end design, which eliminates third-party integration issues 23 | OmniPCX RECORD Suite | April 2010

  24. Alcatel-Lucent: Comprehensive professional services • More than 300 experts working with Bell Labs and Alcatel-Lucent R&D to deliver superior technical support and training across enterprise communications portfolio • Close partnership with customers and expert business partners to define and develop tailored solutions that transform enterprises • Flexible and transparent development methodology • Extensive reach with worldwide expertise in thousands of large-scale transformation projects across all industries • Worldwide leadership in business-critical voice, data and applications solutions — underpinned by strong security integration services 24 | OmniPCX RECORD Suite | April 2010

  25. 7 Summary 25 | OmniPCX RECORD Suite | April 2010

  26. OmniPCX Record Suite: Key feature summary Web-based supervisor GUI for system-wide views Web-based agent GUI for individual agent view Record and playback from any location Off-site silent monitoring of agents Synchronized audio and screen capture Record-on-demand from IP phone Encryption and security Email call recording as a file attachment Real-time retrieval of archived call recordings

  27. OmniPCX Record Suite: Key feature summary Customizable reporting Archiving server with system administrator alerting Immediate retrieval of archived call recordings Annotation function to add comments to recordings Call flags can grade the call with multiple levels MP3, GSM6.10, WAV and WMA formats Powerful administrative security controls Automated updating of CRM customer files

  28. www.alcatel-lucent.com 28 | OmniPCX RECORD Suite | April 2010