IP Recording

Utilising Virtual Technology

Increasingly, many call centres and multimedia contact centres are implementing Internet Protocol (IP) telephony systems to help reduce the cost, complexity, and administrative overhead associated with traditional Time Division Multiplexing (TDM) systems.

Although IP telephony helps make virtual contact centres, home-based agents, and branch and remote office operations truly viable, there is still the need to record and monitor interactions to ensure quality and consistency, reduce risk, and ensure compliance.

Read about Verint's, one of CCT's key partner, IP Recording products below: 

Impact 360 Recording

Highly flexible and scalable, Impact 360 Recording can provide occasional recording on a single channel and around-the-clock recording in high-volume, multi-site environments with reliability and resiliency. Impact 360 Recording offers full integration with a wide range of VoIP systems and session-initiated protocol (SIP). This integration gives Impact 360 Recording the ability to capture additional information, such as call date, duration, call ID, and more.

As a software-only recording solution, Impact 360 Recording can free organisations from costly, proprietary recording hardware, wiring, and cabling, allowing them to record over their own network.
An intuitive recording interface records directly from the telephone at the touch of a button at any point during the call. With Impact 360 Recording, you can benefit from simplified system administration and a lower cost of ownership.

Because Impact 360 Recording works in TDM, IP, and mixed telephony environments, it’s particularly helpful to organisations that are making — or planning to make — the transition from TDM to IP telephony. The Impact 360 Recording platform helps protect hardware investments, enabling organisations to migrate their recording infrastructure from one environment to the other. It provides a practical, efficient recording solution that can support quality monitoring, data mining, sales verification, and other critical activities.

Read more (Brochure, Verint Impact 360 Recording, PDF)

Impact 360 Express Recording

Designed for small and mid-sized contact centres, Impact 360 Express Recording is a robust, full-time recording solution for IP, traditional time-division multiplex (TDM), and mixed telephony environments. Impact 360 Express Recording can help centres use captured data to better manage customer disputes, rather than just settle them while addressing compliance and liability issues more effectively.

Read more (Brochure, Verint Impact 360 Express, PDF)