Voice and Screen Recording

See and hear exactly how agents are interacting

At a Glance

Voice and Screen Recording

Combine audio and screen recordings into a single file

Voice and Screen Recording

MP3 compression support

Voice and Screen Recording

Stereo recordings separating customer and agent

Voice and Screen Recording

Easy integration with 3rd party systems

Voice and Screen Recording

PCI compliant

Voice and Screen Recording

Flexible search and retrieval

Voice and Screen Recording

Extensive APIs

Voice and Screen Recording

Recordings archive

About Voice And Screen Recording

In order to help supervisors/ managers 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 agents 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.

Voice and Screen Recording

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 below:

Softdial Recording Monitor™ - interactive recording

Softdial Recording Monitor™

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 below:

Recording monitor
Softdial Recording Monitor™ ready for playback or download

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 Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Collections

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