Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

At a Glance

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Configuration per system, tenant, campaign, agent or on-demand
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Export recordings
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Multiple search and retrieval options
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Archiving of recordings
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Voice and screen recording
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Fully PCI compliant
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MP3 compression support
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Extensive APIs
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Browser based/ access recordings from anywhere

About Softdial Recording Monitor™

Softdial Contact Center™ with Softdial Media Server™ provides a built-in call recording and archiving function, including optional capture of visual activity on the agent screen.

All recordings are stored server side (in MP3 and WAV format for audio only, or MP4 if including video) and are accessed from the web-based Softdial Recording Monitor™ client, which includes a comprehensive search facility.

Recording Monitor features

Key features of SCC’s call recording solution are:

  • Dual Stream Recording – multiple recordings can be made of a single call session. For example, by recording the whole call and also separately recording responses to individual questions.
  • Export Recordings – a batch process, or an automated job can be run to export the recordings to a specified location. Also, individual recordings can also be exported or emailed as needed.
  • PCI Compliance – Softdial Contact Center™ can avoid recording sensitive information, e.g. credit card data. The API offers the facility to record silence (mute record) for a specified section of the conversation.
  • Flexible Search and Retrieval – Recordings may be selected by Most Recent, Today’s Recordings, Yesterday’s Recordings or Search Terms based on call session information or custom tag information. When the required recording has been located it can be downloaded and played / viewed on the client PC.
  • Screen Recording – video is recorded of agent’s screen activity. This is merged with audio (for voice sessions) and saved in a single compressed MP4 file.
  • Split Customer/ Agent Recordings – separate recordings are made of the customer and agent sides of a conversation, and merged into a single dual-channel (stereo) recording.

 

 

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