Adutante Call Recording

Adutante Call Recording
Contents
U.S. Toll Free: 1-877-723-4253
Email: [email protected]
International Call: +1-949-457-0650
Fax: 1-949-457-0465
Mon. - Fri. 8am-6pm PST
About Versadial Solutions
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Why Choose Versadial Solutions
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Adutante Specifications
4
Adutante at a Glance
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Versadial Solutions
9940 Irvine Center Drive
Irvine, CA 92618
USA
www.versadial.com
Adutante
About Versadial Solutions
Company History
In 1994 Versadial Solutions was launched
in California as a software development
consulting firm. Our first major contract was
developing software for a proprietary multichannel voice recorders manufactured for
the U.S. Government. With the success of
the project, focus then shifted to the multichannel voice recording industry.
There was a void in the small to medium
size business sector for call recording software and hardware solutions. Versadial
Solutions was one of the first companies to
design and develop an affordable solution
for these sectors.
In 1998, VSLogger was officially launched as a commercial product. The call recording software provided businesses around the world with the capability to easily integrate call recording solutions into their
computer and telephone systems.
Since 1998 Versadial has continued to improve and expand VSLogger. With the release of Adutante in
2011, Versadial Solutions merged call recording monitoring, screen capture and desktop analytics in an
integrated, easy to access web application platform.
Today, Versadial Solutions has a worldwide customer base, servicing clients in government, manufacturing, telecommunications, call centers, public safety, financial services and many other industries.
Versadial Solutions prides itself on our ability to offer cost saving and affordable call recording software
to multiple industries.
Benefits of Call Recording
• Reduce Personal Liability
• Reduce Costly Entry Errors
• Reduce Personal Calls
• Increase Business Security
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Improve Business Processes
Conduct Performance Reviews
Sales Training
Improve Customer Satisfaction
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
Adutante
Why Choose Versadial Solutions?
World Wide Reach
We have a worldwide customer base, servicing clients in government, manufacturing, telecommunications, call centers, public safety, financial services and other industries.
Here are a few of our advantages:
• Voice recording software that is easy to use
• Non-proprietary PC hardware for ease of maintenance and scaling. Our systems support
hardware from several manufacturers. Allowing you the freedom to upgrade and expand
with the hardware of your choice
• No charge for multiple seat licenses of the remote client software
• Not-restrictive licensing: You pay for it once and you own it. Software can be moved to
another PC, sold or leased
• Near 0% return rate in 12 years of business
• 30 day money back guarantee
• Recording checksum for tamper proof recording
• Live Monitoring: Supervisors can monitor calls using multi-tiered security permission levels
• Automatic archiving to DVD and network drives
• Reliable systems running 24/7 with redundant power supplies and RAID hard disks
• Visual and audio alarms
• Agents, supervisors and managers can be given selectable access to one or all channels
and features
• Multi-site recording with centralized data storage access
• Capture caller ID, dialed numbers, SMDR, or ANI/ALI
• Reporting: Create and save custom reports, graphs and
charts
• Third party verification recording
• No mandatory yearly service contracts
• Quality Control Tests and Reports
• and Much More
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
3
Adutante
A
dutante Call Recording is a reliable and
powerful telephone monitoring tool designed for small to large enterprise environments. Adutante Call Recording is the perfect
solution for those who need a scalable and
customized system to assist them in monitoring
all incoming and outgoing calls.
Depending on your needs and requirements,
our recorder solution can be designed to not
only meet, but exceed your expectations.
Our software was designed with you in mind.
Adutante’s user interface will reduce your
overall training time and have you monitoring
and conducting quality control tests for your
organization within hours. Retrieve important
calls quickly and easily with powerful search
features, run reports, conduct QC, reduce liability, and much more.
Combined with various recording engines,
Adutante can monitor:
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Phone Calls
Radio
PC Screens
PC Activity
Web Cams
Specifications
• Adutante Benefits
• Adutante Features When Combined With Our Multiple Recording Providers
• Simplified Adutante Call Recording Configuration
4
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
Adutante
Adutante Benefits
• Live Monitoring
Centralized control allows supervisors to watch & listen.
• Reduce Corporate and Personal Liability
With a Call Recording System in place you can use the recorded evidence to defuse customer disputes
before they escalate into costly lawsuits.
• Ease of Use
Convenient web-based interface. Intuitive user interface allows agents and managers to be easily trained.
• PCI Compliance
Ability to stop/pause/silence/erase recording(s) during exchange of sensitive information.
• Quality Control Tests
Unlimited number of quality control tests can be created and graded, providing instant feedback on calling
agent’s productivity and growth.
• Multilingual
Easily translated to additional languages.
• Power Search Filters
Search and sort recordings by 12 different criteria.
• Exportable Reports
Multiple preset reports exportable to PDF.
• Sales Training
Grade individual or a group of calls, providing training and feedback to your agents. Easily mark
successful calls and ineffective calls and export them to be used in group meetings to help train and
pin-point strengths and weaknesses.
• Improve Customer Satisfaction
With the ability to grade and monitor calls, both current and past recordings, supervisors and
managers have more control over the quality of their employees and their interactions with
customers.
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
5
Adutante
Adutante Features
Search By
• Extension
• Agent Name
• Multiple Recorders/Engines
• Date and Time
• Caller ID / Dialed Numbers
• Inbound/Outbound Direction
• Notes
• Duration
Reports
• View and Print Reports
• Save Reports as PDF
• Preset Reports
• Custom Reports
Playback and Monitoring
• Live Monitoring
• Quick Recall of Recent Recordings
• Standard Playback Controls
• Save and Email Recordings
• Create Private Links to Recordings
for Playback
• Bookmark (mark section of a call)
• Note Tags
• Playback Speed and Volume
Control
• Remote Playback, Unlimited Licenses
Quality Control Grading
• Easily Grade Recordings
• Create Unlimited Quality
Control Tests
• Unlimited Criteria per Test
• View Results in Percentage Grade
• See Average Grade per Agent and
Historical Performance
Centralized Recordings
• Access VSLogger, Desktop Assistant and SBWin in one centralized
location via preferred web browser
Adutante Scalability
• Unlimited Number of Recording
Engines (Limited only by CPU and
Bandwidth)
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VSLogger Features
(Audio Recording Engine)
Recording Triggers
• D-Channel
• On-Hook/Off-hook
• Voltage Levels
• VOX(voice activation)
• DTMF Tones
• Function Buttons
• Button Lamps / LEDs
• External API (3rd party)
• CTI Events
• Manual/Operator Commands
Adutante can grab from multiple
recorders/engines across the network
and site locations, providing a
centralized location for recordings.
VSLogger Scalability
• System Limitations are Derived by
Number of Available PCI Slots and
System Performance
• Max 240 Channels for ExtensionSide and 256 for Trunk-Side
Recording per VSLogger Recorder
(Multiple Recorders Can be Combined
for Larger Scale Applications)
• Number of Channels Can be
Expanded by Simply Adding Extra
Boards & Licenses
• Record Inputs Such as Analog,
Digital PBX, VoIP, T1/E1, ISDNBRI
Automatic Notifications
• Storage Full
• Archive Full
• Low Disk Space
• and More
CTI Integration
• Zeacom Plugin
• SER Plugin
• SMDR/CDR
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
Desktop Assistant
Features
PC Screen Capture
• Record Agent Monitor on Event or
Manual Trigger
• Merge Audio Recording with
Agents PC Screen Capture
PC Analytics
• Capture PC Activity
• Monitor Current Applications and
Last Used Application
SBWin Features
Remote Recording
• Record Individual Phones for
Remote or at Home Agents
• Upload Recordings at End of Day
or End of Call to Adutante
• Use Workstation Sound Card and
Handset Adapter to Record
Virtually Any Business Phone Type
• Perfect for Small Remote Office
• Simple and Low Cost Recording
Adutante
Simplified Adutante Call Recording Configuration
Adutante
Server Requirements
Adutante is sold as a complete
system only.
Speak with a Sales Account
Manager to learn more about
our complete system and hardware configurations.
User PC Requirements
Database
Integration
Call Center Agents running
Adutante Desktop Assistant
PC: Minimum 512mb*
OS: Windows
Adutante installed with built-in
default DB (Apache Derby)
Windows Active Server
Directory
System Requirements
Remote Users/Managers
OS: Windows, Linux, Mac
Applications: Flash Player v10
* Screen Capture may require additional memory and CPU power
Customers can configure
Adutante to use other
DB servers , e.g.:
PostgreSQL, Axion, MySQL,
MSSQL ORACLE, SYBASE,
SAPDB, Firebird and others.
Scalability
Adutante can monitor multiple
recording engines, providing a
centralized location for monitoring various locations and
employees.
Recording Engines: VSLogger (Multiple Phones & Radio) | Desktop Assistant (Screen Capture & Analytics) | SBWin (Single Phone Line)
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
7
Adutante
Adutante at a Glance
Feature Screenshots of Adutante
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Web Based User Interface with Access To Multiple Recording Engines
Record PC Screen - Manual, On Events or Continuous
Record PC Activity
Coach & Motivate Employees Using Example Recordings
Monitor and Run Preset Reports or Customize Reports
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
Adutante
Browser Based User Interface with
Access To Multiple Recorders (Engines)
VSLogger
Desktop Assistant
SBwin
Easy to Use
• Rich Client Interface (Web Browser)
• Access and Control Multiple Recording
Engines
• Intuitive Design Gets Managers and Agents Up &
Running In A Short Time
Record and Monitor Live Calls
• Record Automatically or Start Recordings
Manually
• Recordings Capture Caller ID, Call Length & More
• Add Text Notes to Any Call Recording
• Fast Recall to Access Recent Recordings
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
9
Adutante
Record PC Screen/Monitor - Manual, On Events or Continuous
Increase
business productivity
and maintain company policy and
procedures by recording and analyzing your agents pc activities.
Increase Business Productivity and ROI opportunities. With Adutante Screen
Capture you can have a front row seat to the daily activities of your employees.
• Monitor Screen Activity
• Analyze Data For Increase Business Productivity
• Manually Begin Recording Employee Screens
• Verify Employees Are Following Company Policy with PC Usage
• Add Adutante Call Recorder and Capture All Phone Calls in One
Single Application
With Desktop Assistant configured with Adutante, you can record
your agent’s PC screens.
Trigger PC screen capture on events, such as an inbound or outbound phone call, or when a specific application is opened.
You can also manually trigger recording the agents screen by
selecting the PC monitor through the Adutante interface and click
“Start Recording”.
Snapshots of an agent’s PC screen are also available via the Adutante
interface, allowing the manager to get a quick peek at the agents
current activity.
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Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
Adutante
Record PC Activity
ROI and Business Productivity are key factors when running your business. With the ability to monitor PC activity of your
employees, you have a window into their daily activities. Monitor and record your employee’s daily workflow and analyze
what programs they are using the most during the day, week, or month. Find out if productivity is decreasing because of
outside distractions.
• See the Current and Last Activity an Employee Had on Their PC
• Increase Business Productivity
• Run Reports on Daily Activity
• Verify Employees Are Following Company Policy with PC Usage
• Make Smarter Purchasing Decisions Based On Software Usage and Data
• See a Snapshot of the Current Applications Opened on a Specific Agent
Run reports on an agent’s overall application history and see what programs are used most often and for how long.
PC Analytics can also assist with triggering events to stop and
start recording when a specific window or application is
activated. This feature is very useful for PCI compliance or when monitoring a specific event on the
agent’s PC.
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
11
Adutante
Coach & Motivate Employees Using Example Recordings
Improve with Quality Control Tests
• Create Customized Tests
• Run Unlimited Tests*
• Tests Can Grade Quality, Service and More
• Grade in a Few Clicks While Listening to Call(s)
• Pull Performance Reports for Employees
• Conduct Training
• Improve Quality of Service and Customer
Satisfaction
• Improve Sales Techniques and Provide InDepth Training.
* Purchase of unlimited license required
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Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
Adutante
Monitor and Run Preset Reports or Customize Reports
Reports Keep You In The Know!
• Use a Number of Pre-Defined Reports or
Create Your Own Customized Report
• Reports Can be Printed or Saved as
PDF Files
• Customize Your Report by Date Range
• Select What Agents or Phone Lines are
Included
• Display Data as Text or Graphs
• Compare Data by Day of the Week or
Hour of the Day
• See Call Length, Dead Time,
Performance
• Discover Your Busy Time Slots and Days
• Adjust Employee Shifts and Breaks To
Accommodate Customer Influx
• And Much More
Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com
13
Adutante
Ways To Record
Telephone Calls
Refer to VSLogger Recording Engine Brochure for in-depth recording scenarios
• PBX, Trunk and Handset Recording
• Benefits and Drawbacks for Each Recording Scenario
• Sample Setups & Uses for a Versadial System
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Versadial Solutions
9940 Irvine Center Drive, Irvine, CA 92618
949-457-0650
www.versadial.com