Computer Telephony Integration

Recording Solutions for Contact Centers-Full-time and compliance recording for IP and TDM contact centers

At A Glance

  1. Provides a reliable, scalable solution for full-time recording and compliance recording

  2. Supports TDM recording, IP recording, recording in mixed telephony environments, and mobile phone recording

  3. Captures, indexes, and quickly retrieves voice interactions and screen data—a key advantage for timely sales verification and dispute resolution

  4. Supports thousands of channels and multiple sites centrally, with a single point of administration and open standards storage

  5. Offers optional encryption functionality to facilitate compliance with Payment Card Industry Data Security Standards (PCI DSS)

Recording and the Competitive Advantage

Government and industry regulations—including the Payment Card Industry Data Security Standard (PCI DSS)—have prompted many contact centers to record and archive customer interactions. But full-time recording is only one part of the compliance recording challenge. Maintaining, storing, and retrieving recordings for sales verification, dispute resolution, and business intelligence are equally important.

Contact centers around the globe rely on Verint® recording solutions for full-time and compliance recording. Our recording solutions are designed for contact centers of all sizes, whether they use traditional time-division multiplex (TDM) recording or Internet protocol (IP) recording—or both.

Recording for Small, Midsized, and Large Contact Centers

Verint offers a broad range of full-time and compliance recording solutions.

Impact 360® Recording

Impact 360® Recording is a robust, reliable full-time recording solution to help larger contact centers meet a range of needs, from compliance recording and liability management to monitoring agent performance. Impact 360 Recording can capture, index, and retrieve up to 100 percent of customer and caller interactions in traditional TDM, IP, mixed telephony, and mobile phone environments.

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Audiolog™ for Contact Centers

Audiolog™ for Contact Centers is a high performance, multimedia recording platform that offers a variety of configuration options. It provides remote live monitoring and playback from the desktop, agent evaluation functionality, and optional encryption management functionality.?

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Audiolog multimedia recording, evaluation, and archiving for contact centers

  1. Provides a multimedia recording solution for contact centers

  2. Helps contact centers meet compliance, risk management, and quality management needs with a flexible solution for full-time, on-demand, scheduled, and criteria-driven recording

  3. Uses a single platform to capture screens as well as data from a variety of sources, including digital, analog, and IP telephones; PBXs, ACDs, and dialer systems; text/SMS; email; and Web chat

  4. Provides multimedia search and playback to quickly expedite dispute resolution and enhance quality assurance evaluations and initiatives Offers synchronized voice, text, and screen replay

  5. Includes an open architecture, industry-standard technology, and optional encryption for superior reliability, scalability, and compliance with Payment Card Industry Data Security Standards (PCI DSS)

Interaction Recording Options

Voice Logger

Interaction Recording Options

VoIP Recording

IP Telephony represents the next great evolution in contact center communications. Mercom Audiolog IP Recording Server supports direct VoIP recording for contact centers that utilize the leading IP solutions, including those by Cisco, Avaya, Nortel, Genesys, Alcatel and NEC (In addition, we support H.323 protocol systems). Mercom Audiolog IP Recording Server receives, records, and archives Agents' VoIP audio. The same agent and call events can be used to drive advanced Mercom recording applications including Mercom IRIS Scheduler, criteria-based recording, and Mercom Screen Recording. Mercom Audiolog IP Recording Server is designed to enable compliance-based (full-time) recording, criteria-driven recording (for example, recording calls from particular DNIS), as well as quality-focused (part-time sampling) recording.

CTI-based Recording

Mercom's IRIS Scheduler provides total control of Audiolog voice and screen recording. IRIS Scheduler allows you to assign profiles to groups of agents that are used to determine the type of calls to be recorded based on call information received from the CTI (Computer Telephony Integration) link. You can selectively record calls by CTI criteria filtering that includes: incoming / outgoing calls, internal / external calls, CLID, DNIS, and Routes.

IRIS allows you to define rules for the percentages of calls matching the assigned criteria to be recorded and optionally the percentage to be flagged for evaluation with Mercom Interaction Quality.

Customer Application-Driven Recording

Mercom's Recorder Application Programming Interface ActiveX control ( RAPI-X ) enables custom integration and control of Audiolog by your software developers. Among other things, developers using C++ or Visual Basic can easily integrate the core functions of Mercom's products (call recording, database search, and playback) into your center's primary business applications, enabling customizable call center software to dynamically control start and stop of recording for each Agent, and to attach transaction-specific data to each recording (such as customer account number or identifier). Other functions supported include performing "free seating" functions (Agent log-on and log-off), database query functions, and data insertion functions.

Note: "free seating" can be done through the telephone system log-in without the use of RAPI-X when equipped with CTI.

Agent-Initiated Recording

Mercom's Record-on-Demand Network Interface application ( RODNI ) allows individual agents to start and stop Audiolog recordings of their telephone conversations from their Microsoft Windows desktop. Optionally, RODNI can also start and stop recordings of activities on their computer screen, and allow agents to tag recordings with call specific information.

Trunked Radio Recording

Mercom's optimized trunk radio recorders are engineered to handle the highest PTT rates, and let you quickly and easily locate and replay incidents by talkgroup and radio ID. Through tightly-coupled integration with leading trunked radio systems, Mercom efficiently records and stores both trunked and conventional transmissions. Call takers and administrators can tag calls and insert notes for easy retrieval and future searches.



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Flexible Recording and Storage Options

Verint's Audiolog Call Recording Server offers full-time, on-demand, criteria-driven or scheduled recording. A single Audiolog server can serve multiple applications within your organization. With it, communications centers have tremendous recording flexibility and connectivity, and can rest assured in a recording system specifically designed to fulfill the widest range of recording requirements while being one of the most efficient, easy-to-use and reliable solutions available.

Audiolog for Multimedia Recording, Evaluation, and Archiving

Verint Audiolog is a high performance, multimedia recording platform that offers contact centers a variety of configuration options, ranging from a single recorder/playback unit to multiple, networked recording servers for larger or multiple sites. With this flexible solution, you can choose what you want to record, select the best recording and playback methods for your environment, and pick the tasks you want to perform, such as quality monitoring, replay, and archiving.

Backed by Verint's industry-leading patent portfolio on recording, Audiolog offers full-time, on-demand, scheduled, and criteria-driven recording, along with rapid access to recordings to help identify opportunities for improved customer service, expedite dispute resolution, and reduce liability. Its flexible storage capabilities allow large volumes of calls, text messages, emails, and Web chat sessions to be retained using industry-standard storage technologies. Customizable evaluation forms, powerful interactive assessment tools, and synchronized audio, text, and screen replay can help increase supervisor productivity and enhance agent performance.

Built on thousands of successful implementations, Audiolog helps contact centers optimize their service quality and improve operational effectiveness-reliably, securely, and cost-effectively.

A Powerful Feature Set Designed for Business Users

Audiolog provides a range of features designed for business users, including:


A high performance, multimedia recording platform, Audiolog offers a variety of configuration options, ranging from a single recorder/playback unit to multiple, networked recording servers for larger or multiple sites. It can capture screens and data from a variety of sources, including digital, analog, and IP telephones; PBXs, ACDs, and dialer systems; text/SMS; email; and Web chat.

Search and Playback

Audiolog offers client and browser playback options to meet the needs of a wide range of contact centers. Its state-of-the-art, Web-based multimedia search and playback tool allows simultaneous, synchronous playback of captured interactions. Supervisors can quickly search for, access, and play recordings from their desktops via a Web browser to gain a better understanding of what occurred during specific interactions. Advanced querying capabilities support a broad range of search criteria across multiple communications channels.

Audiolog can make it easy to handle a wide range of tasks remotely, such as scheduling recordings, performing playback, and managing and configuring the system. This is particularly useful for contact centers with complex operations or multiple sites. You can secure captured interactions from unauthorized access and assign each user playback and monitoring rights by channel or agent. A playback audit trail helps you keep track of unauthorized incidents and abuse.

Quality Monitoring

Audiolog's optional Audiolog Interaction Quality software can help your contact center improve agent performance and enhance customer satisfaction. With this powerful, browser-based quality monitoring software, supervisors can play back captured interactions, evaluate agent performance, build new scoring forms, and access a broad selection of quality management reports-on site or remotely-all from their desktops.

Evaluation forms can be designed quickly to address new products and programs. You can retrieve and score them easily-even attach them to email messages with their associated voice and/or text files-enabling supervisors and quality evaluators to respond more effectively in the fast-paced contact center environment. Standard and customizable reports present performance details, summaries, and trends that can be delivered automatically. Supervisors can use this intelligence to identify agent skill gaps and provide targeted coaching, pinpoint and address process inefficiencies and trends, and gain insight into delivering a superior customer experience.

Better still, Audiolog Interaction Quality provides calibration functionality that can help your contact center foster consistency in quality scoring performed by multiple quality reviewers. For even greater insight into performance, Audiolog Interaction Quality can correlate evaluated behaviors with external key performance indicators, such as monthly customer satisfaction indices or weekly sales revenue, to help you align quality improvement efforts with your organizational objectives and identify opportunities for improvement.

Remote Operation

Audiolog can make it easy to handle a wide range of tasks remotely, such as scheduling recordings, performing call playback-even managing and configuring the system. This is particularly useful for contact centers with complex operations or multiple sites.

Storage and Archiving

In addition to superior recording availability, Audiolog provides storage options that include Blu-Ray media, redundant hard drives, automatic archiving to DVD-RAM or to the Audiolog "Virtual Media" format, as well as support for NAS, SAN, and EMC Centera. You can choose from serial, parallel, or selective DVD-RAM archiving modes. The wide array of storage options can enable your contact center to store recordings and related information for as long as you need them.

Reliability and Availability

Audiolog is built on an open architecture, uses standard PC components, the Microsoft Windows platform, and the Microsoft SQL database. This helps promote superior reliability, availability and interoperability-as well as cost-effective operation and superior performance. Spoken, emailed, and SNMP alarms are standard, alerting you to outages so you can take action quickly. Digital fingerprinting enables newly recorded calls to be signed digitally and validated later to detect tampering or alternations. Optional dial-out alarms can provide an even greater level of security for mission-critical recording.

Designed to be easy to deploy, use, and maintain, Audiolog supports full remote diagnostic access and remote service pack upgrade capabilities. It's also highly scalable, enabling you to add functionality and capacity as your contact center grows. The solution supports industry CTI standards, including TAPI, TSAPI, CSTA, JTAPI, OAI, and others, and is integrated with leading PBX, ACD, VoIP, and predictive dialer systems.

Optional Functionality

Audiolog can provide optional functionality for specialized tasks:

Encryption Management - For compliance with PCI DSS, Audiolog uses AES-256 encryption to protect audio, screen, and related data when recorded, in transit, and archived. Decryption is performed on the playback workstation.

Advanced Desktop Analytics - Audiolog permits customized capture of call-associated data directly from the agent screen via user-defined triggers that can start, stop, and tag recordings. This can help facilitate automatic pause of recording to avoid sensitive data, such as the CVV2 code in environments that need to comply with the Payment Card Industry Data Security Standard (PCI DSS). Recordings can also be tagged with important, transaction-related data, customer identifier, or account type for easy search and replay. Audiolog can also capture agent desktop activities and application usage to gain insight into desktop workflow, application usage patterns, and more.

RAPI-X SDK Tool - Provides custom (programmatic) tagging of data to recordings for customized software development.