Softdial Recording Monitor™

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

At a Glance

Softdial Recording Monitor™

Configuration per system, tenant, campaign, agent or on-demand

Softdial Recording Monitor™

Export recordings

Softdial Recording Monitor™

Multiple search and retrieval options

Softdial Recording Monitor™

Archiving of recordings

Softdial Recording Monitor™

Voice and screen recording

Softdial Recording Monitor™

Fully PCI compliant

Softdial Recording Monitor™

MP3 compression support

Softdial Recording Monitor™

Extensive APIs

Softdial Recording Monitor™

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.

See also …

Voice and Screen Recording

Review agent interactions for Quality Assurance (QA)

Learn more about SCC’s modules:

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 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

Latest posts

CCaaS as Value-Added Service – 6 Questions to Ask Vendors

CCaaS as Value-Added Service – 6 Questions to Ask Vendors

Reinventing the ACD for the Modern Contact Center

Reinventing the ACD for the Modern Contact Center

Navigating the Evolving CCaaS Landscape: 3 Considerations

Navigating the Evolving CCaaS Landscape: 3 Considerations

Forecast vs. Actual Demand – Resolve the Dilemma in Your Contact Center

Forecast vs. Actual Demand – Resolve the Dilemma in Your Contact Center

Providing Excellent Customer Service During the Festive Season – 10 Tips and Strategies

Providing Excellent Customer Service During the Festive Season – 10 Tips and Strategies

Automation in the Contact Center: Telling it How it is

Automation in the Contact Center: Telling it How it is

No results found.