Take control of communications
Leading edge call recording and management.
Call recording adds instant value to your product portfolio. Your customers will also see an immediate impact on their customer service strategy when used in conjunction with business analytics in the following ways:
RETURN MISSED CALLS
Return missed calls before a competitor can take the sale, to instantly impact customer satisfaction levels. Listen to recordings to hear how successful this approach can be.
Calculate call resolution time and understand the effort required to resolve customer queries by tracking call history and listening to the calls.
ANALYSE CALL WAIT TIME
Track how long a caller waits to be answered or called back, then assess how the call progresses by listening to the call recording. From this it can be determined if the call outcome was negatively affected by the wait time.
ANALYSE CALL HANDLING
Listen to call recordings to hear what was said at company, branch or an individual customer level. Use these call recordings to improve techniques, train staff, identify top performers and resolve disputes.
Analyse call volumes and historical trends to reveal customer service workflow issues across the business and ensure procedures are correctly scripted. Breakdowns in workflow can be identified by following the trail of conversations that took place.
LINK CALL RECORDING TO CRM DATA
For a full understanding of who has called and what has been said by whom, link call recordings to CRM data.
Discover the Power of Call Recording
Call Recording is an invaluable and versatile tool, suitable for use within any business. Specialist voice recording equipment can be used to track telephone calls, giving an impartial and reliable witness.
5G offers a complete range of products from a single telephone call recorder through to phone system software or multiline and ISDN solutions.
Discover a host of features from 5G’s Call Recording solution:
Affordability – Keep costs down with advanced options. You choose the recording services you wish to utilise to manage the cost!
Ease of call recording Retrieval – Search for individual calls by date, time and caller details for easy retrieval. You have access to a browser application that can be accessed from anywhere on your network, even via the internet. You can then be played back, either through your PC or a telephone handset.
Reliability – Our solutions use well tested software and quality hardware to ensure that it will never let you down.
High Storage Capability – Our standard solutions have a 35,000 hour recording capacity. If you require more space, this can be extended through occasional digital archiving of your recordings to CD or DVD.
Optional Private Conversations – Should your users or customers require an off-the-record or personal conversation, call recording can be de-activated through the entering of a designated handset
Optional Live Monitoring – Listen to calls as they happen, for the perfect training tool. This feature can also be used to help employees with a difficult caller.
Is it legal to record calls?
Organisations ARE permitted to record customers’ calls, provided that they comply with the Privacy of Messages condition of two major telecoms class licenses: Self‐Provision (SPL) and Telecommunication Services (TSL) licenses.
The most fundamental requirement of call recording is that every reasonable effort is made to inform all parties to a telephone conversation that the call may or will be recorded, silently monitored or intruded into. Ofcom suggests that members of staff are given access to a telephone from which their calls will not be recorded.
Is icall suite compliant?
All recordings are securely held in an encrypted format which gives compliance with Policy Statement 08/1 by the FSA. PCI compliant Stop/Start is achievable using the built in DTMF support* or by integration with your CRM or the icall suite connect module.
Record calls to see your business call activity in a whole new light
Fully integrated premise-based and hosted call recording software with extensive functionality, suitable for any business with unlimited sites.
Contained and managed from a single work station or server, or stored in the cloud for up to 10 years. Recording, storing, finding, playback and archiving of calls is just a click away. We work with all technologies in any combination.
Record calls on analogue, ISDN or SIP. We can provide simple USB-based client/server recording solutions, hosted, web-based solutions or full turn-key systems that will record tens of thousands of calls per day across multiple sites.
iCS record enables recording of any line type; ISDN30, ISDN2, SIP or analogue and integrates seamlessly with all other modules of icall suite.
- Recording Encryption
- Extension tagging
- Trim and extract
- Audit trail of user access and playback
- Live dashboard with trunk/DDI informationManual Stop/Start and Pause using DTMF*
- Automatic Stop/Start with optional CTI*
- evaluation, tagging and annotation
EASY TO USE
- Simple dashboard layout to find calls quickly
- In‐built archiving functionality
- One‐click email of recordings from the play back screens
- Extensive search criteria to find a call
- Recordings can be exported as WAV files
- Record all line types including Analogue, ISDN2, ISDN30 and SIP.
- Easily scalable and cost-effective, from just a few users to many hundreds.
- Whether you have ISDN2 and Analogue or ISDN30 and SIP, any combination and number of lines can be catered for in one seamless solution.
Secure role-based access ensures only the right person can playback the right recordings.
- Storage and playback recordings are encrypted.
- Automated recording archiving.
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