Softdial Recording Monitor™

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

At a Glance

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

Export recordings

Multiple search and retrieval options

Archiving of recordings

Voice and screen recording

Fully PCI compliant

MP3 compression support

Extensive APIs

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.

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

What We Offer

Flexible Contact Center Software

Contact Center as a Service (CCaaS)

Contact Center Platform – CCaaS Partners

Contact Center Platform – Enterprise

Blended Media Desktop

Work Anywhere

Customise, Localise, White Label

Integration via APIs

World Class Development

Capabilities

All Media Channels

Agent Multi-Tasking

Dynamic Workforce Management

Predictive Dialing

Optimised Inbound Routing

Agent Scripts

Voice and Screen Recording

Analytics and Data Feeds

IVR, Bots & Conversational AI

Customer Journey Tracking