At a Glance
Combine audio and screen recordings into a single file
MP3 compression support
Stereo recordings separating customer and agent
Easy integration with 3rd party systems
PCI compliant
Flexible search and retrieval
Extensive APIs
Recordings archive
About SCCs Voice and Screen Recording
In order to help supervisors/ managers with Quality Assurance (QA), to ensure best practices for agents, and troubleshoot when these are not followed, Softdial Contact Center™ (SCC) supports:
- audio recording of agent and customer voice conversations
- screen recording of the agent’s workstation
- combining audio and screen into a single file for storage
SCC can be configured to record all calls at a system, tenant, campaign or agent level. Agents can be given the ability to start or stop a recording on demand.
Audio recording
Calls are recorded in WAV (uncompressed) format. For storage and portability, these files can be automatically converted to MP3.
Dual Channel Recording allows for stereo audio recordings separating agent and customer sides of the conversation. This allows for a specific side of the conversation to be transcribed and analysed by a 3rd party system. Sytel complies with PCI DSS revision 3.2.1 for SCC, in particular the SCC APIs offers the facility to record silence (mute record) for a specific section of the conversation.
When enabled, ‘record from launch’ means all telephony progress tones and other information will be included in the recording. This may be helpful in determining optimum Answer Machine Detection (AMD) parameter settings or reasons for call failures.
Screen recording
Screen recording allows supervisors to review agent activity during a session – where they clicked, what they viewed, what information was presented to them.
A lightweight Desktop Capture client, installed on the agent’s PC, will begin to capture a video of the agent’s screen activity when a session commences. When the session ends the video file is uploaded to a recording server and can then be combined with the audio recording of the same session to create the screen recording as an MP4 video file.
Search and playback
Supervisors/managers can search, retrieve, export and archive recordings using the Softdial Recording Monitor™ application.
The Monitor service parses call and screen recordings for tags and session data which are then written to a SQL database. This data includes basic attributes such as date, time, agent ID but can also include custom data collected during the lifetime of the session.
This SQL based database allows for an easy integration with 3rd party Recording/QM systems. Alternatively, an extensive set of Web APIs are available to integrate directly to the recording services from a 3rd party system.
Softdial Recording Monitor provides a wide set of options for searches as shown in Figure 1.
Figure 1: Softdial Recording Monitor™
Figure 2: Softdial Recording Monitor™ ready for playback or download
From the Search tab:
- single recordings may be played directly or downloaded
- multiple recordings may be zipped and bulk downloaded
Convenient quick access is available for, ‘recent recordings‘ (most recent 200 records), ‘today’s recordings‘ and ‘yesterday’s recordings‘.
Call and screen recordings can be streamed and controlled from the Recording Monitor application as shown in Figure 2.
Explore more of SCC’s capabilities:
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What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.
Flexible Contact Center Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
Customise, Localise, White Label
Design all user interfaces to individual requirements
Integration via APIs
‘Swap out’ components and integrate with 3rd party apps
World Class Development
Continuous evolution pushing technical boundaries
Capabilities
Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.
All Media Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Predictive Dialing
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
Agent Scripts
Help agents achieve and maintain excellence
Voice and Screen Recording
See and hear exactly how agents are interacting
Analytics and Data Feeds
Measure and evaluate performance at every level
IVR, Bots & Conversational AI
Design effective automated flows or integrate with 3rd party providers
Customer Journey Tracking
Stored customer contact history, to aid routing and add context to conversations
Modules
Drive operational efficiency, increase customer satisfaction & improve agent performance
Softdial One™
Highly flexible unified web UI for agents, supervisors and administrators
Softdial Scripter™
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
Softdial Pathfinder™
Precise routing rules for ‘best available’ connection
Softdial Media Server™
Core telephony functions to manage all inbound/outbound SIP calls
Softdial Reporter™ 5
Fully customisable performance stats, charts and reports, across all channels
Softdial Publisher™
Comprehensive data output to build your own reports
Softdial Recording Monitor™
Audio and screen recording of agent activity to ensure the highest standards
Softdial Campaign Manager™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care