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– . A Centralized Management Platform. What CM ® Stands for.

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  1. – A Centralized Management Platform

  2. What CM ® Stands for • A cross-platform management solution to enable you access unlimited CIS data capturing points including desktop recorder – CG ®, high density recording system – CC ® and CL ® by ignoring geographic gap • A data center to archive all voice and screen data basing on user-defined strategy • To secure sensitive customer data by fully compatible with PCI (Payment Card Industry) standard • To remotely monitor and control Agents’ desktop screen activities • An easy data mining application Contact Center • Provide you an easy to use application to coordinate your team and train them remotely • CIS Scheduler (Coming soon), schedule your team work and data archiving according to predefined business rules About CIS Crystal Clear (CC) A low cost server based recording system built on the latest technology like SilverLight, fully browser based, About CIS Crystal Live (CL) A high end server based, feature-rich recording system, coming with abundant functionalities including scheduler, Built-in system doctor, Audit Report, Call Analysis, Report, easy to use interface for 3rd party integration, dedicated engine for all types of CTI integration, data storage basing business rules and domain control . CL supports all kinds of telephony environment including Analog, Digital, VoIP , Trading Room and Radio Stations, more than that, CL is capable for capturing agent screen activities in silent mode

  3. Basic Architecture Internet Explorer User Management Role/Group Client Configuration Centralize storage Data Management Private File Encryption Silver Light Voice & Screen Search & Playback Communication Management Live Monitor SSL Data transfer

  4. System Architecture – Centralized Management

  5. System Architecture – Replay & Monitoring Database SSL based data transfer Web based Replay & Monitor Data Storage

  6. System Architecture – Data Center Database Both Voice & Screen Private File Encryption NAS Storage Server

  7. Functions & Features • CIS CM supports PCI (Payment Card Industry) Compliance guidelines by built on SSL data transferring, and categorizes the call as sensitive and restricted. This design gives you the ability to continue to record all calls (audio and screen if desired) for compliance and dispute resolution, while providing management of security at a user-level, with limitation of access to sensitive PCI data. What is PCI Standard? The Payment Card Industry Data Security Standard (PCI DSS) is a worldwide information security standard defined by the Payment Card Industry Security Standards Council. The standard was created to help payment card industryorganizations that process card payments prevent credit card fraud through increased controls around data and its exposure to compromise. The standard applies to all organizations that hold, process, or exchange cardholder information from any card branded with the logo of one of the card brands.

  8. Functions & Features • Support LDAP, no need to remember many user passwords any more. A simple windows account enables you to access all individual data anywhere on the network. It’s definitely convenient for free seating environment. • Fully web based, no need to install any client application, you can quickly access to any CG or CL end point you want with any computers by bridging to CM central server • With CIS the latest technology, no obvious network congestion will be experienced even you are access CG or CL end point via WAN. It means that all your agents/employees worldwide can be managed with CM without the restriction of bandwidth any more

  9. Functions & Features • A plenty of searching criteria helps you find the records quickly and precisely • More than that, you can even search records basing on your private searching criteria collected from your own business interactions • Saving your frequently used searching criteria to make query more convenient

  10. Functions & Features 360° Complete Survey to Your Company/Contact Center Performance • Graphic call report for all CG and CL clients communications gives you the most intuitionist view of your contact center/company running status • All recordings can be easily exported to Microsoft Word, Excel or even send via email • You can annotate any records you want as good/bad sample for future business analysis

  11. System Requirement CM Central Server • 2GHz Intel Core2 Duo Processor or faster • 2GB of RAM or greater • 1TB+ available disk space • Windows Server 2003 SP2 Enterprise or later, Windows 7 ultimate , Windows XP Professional • Microsoft Silverlight 4.0 or above • Microsoft SQL Express 2005 or above • Microsoft .NET Framework 4.0 SP1 or above • IIS CG and CM Client • Microsoft Silverlight 4.0 or above

  12. Thank you

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