Voice and Screen Recording

See and hear exactly how agents are interacting

At a Glance

Interaction 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), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • 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

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • 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™

    Best-of-breed predictive dialer; maximum 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app