RECORDER™ – quality control and compliance converged
The problem
Alongside everything else, you now have to operate as a recording studio and archivist. Regulatory compliance and the need for quality control means that you need to be able to record and store millions of transactions. And just recording calls is not enough on its own. With the proliferation of different communications channels available to your employees, for full compliance and complete quality monitoring, you also need to capture their other activities such as emails, social networking, mobile calls and text messages.
This all amounts to several layers of technology and administration to eat into your margins – but it has to be done, and failure to monitor employees’ activities has cost some organisations billions.
The storm solution
storm RECORDER provides a platform for converged recording of every channel of communication your employees use on a daily basis. Covering fixed line and mobile voice, SMS and on-screen interactions, RECORDER ensures there are no loopholes in your compliance and quality control framework.
RECORDER makes it easy for you to manage the vast amount of data produced, whether you store it on your own system or in the cloud. And by layering RECORDER over your infrastructure, you can rapidly roll it out across your whole business.
Business impact
- Coverage of every channel enables you to monitor quality in every aspect of your contact centre activities.
- Recording across all channels ensures you have all the evidence you need for dispute resolution purposes.
- RECORDER makes compliance easy, so you no longer have to weigh up the cost of implementation against the risk of penalties.
- No need to replace existing systems means swift, low capex deployment and simple management tools help make the implementation as seamless as possible.
- Ability to access and manage recordings from different locations helps you achieve truly consistent quality of service.
Key features and functionality
- Fixed line & mobile voice recording, SMS capture and screen capture to cover email, internet & social media.
- Powerful tools for converged management of recordings, and effectively unlimited storage capacity available in the cloud.
- On-demand lets you switch recording on and off at will.
- Open architecture of STORM enables layering-in of recording capability over existing systems.
- Real-time and historical reporting shows all data collated across different channels
How storm RECORDER works
- storm records fixed line voice calls, either blanket or on-demand.
- Where authorised, mobile voice calls and texts can also be captured using Mobile Interceptor technology.
- Screen recording ensures that any interactions via email, internet & social media are captured.
- Recording management tools allow you to save, archive and organise your recordings quickly & easily.
- Converged reporting shows you all the voice and data you’re recording through different channels.
About storm
- Europe’s largest communications integration platform, delivering powerful new services from the cloud for maximum flexibility.
- Multi-channel convergence – communicate over any network, to any device.
- Real-time business agility – scale & adapt the solution on-demand.
- Total user control and management – easy-to-use browser-based interface.
- Open architecture for flexible integration – leveraging legacy systems & databases.
- Minimal up-front investment required – rapid deployment, low capex & low TCO.
To find our how storm RECORDER can give you converged quality control and compliance, contact Content Guru on: Call +44 1344 852 350 or email our sales team