Introduction

Voice recording is used to track telephone calls, often a legal or regulatory requirement, giving an impartial and utterly reliable witness to every important telephone call. From calls to the emergency services to holiday bookings taken over the phone, voice recordings can protect an organisation from dispute and help it to refine its customer service delivery.

In the financial sector, comprehensive voice record keeping is now a mandatory requirement; the UK Financial Services Association demands that voice transactions be as easily recovered and audited as any other kind of electronic record. This means that not only must financial traders employ a "blanket" policy of capturing all voice transactions, both inbound and outbound but they must also be able to accurately recover the records of those transactions in a "reasonable time" and also guarantee their authenticity.

These requirements demand systems that do more than simply record telephone conversations in bulk and archive them to tape. To ensure that the right calls can be recovered in the "reasonable time" demanded by the FSA (typically within two days of it being requested), call logging systems must also be able to apply metadata to call records that enable multiple-call transactions to be recovered as a compound record; they must be able to identify all calls made by a given individual; and they must be able to associate voice records with relevant electronics records to provide a complete chain of evidence in the event of an inquiry or dispute.

Benefits

PVR voice recording is an invaluable and versatile tool which enables you to comply with business requirements, monitor call quality, enhance staff performance and resolve customer disputes with ease. 

Features

Call and contact centres, government agencies, public safety, financial, education, GP surgeries and other industries throughout the UK rely on PVR solutions. PVR features include: 

Existing Customers - Upgrade to the latest version (3.4) of PVR with the following new features

• VoIP PBX support.
• USB license keys: Licensing will now be done with USB license keys. These will offer several advantages. The keys come pre-loaded with licensing information eliminating the hassle of entering and validating with a code. Expansion is also easier as the new license information can be simply downloaded.
• Improved SEARCH: All the search options are now placed in a single tab, simplifying the filtering process. You can now search by the origin of the call such as: inbound, outbound or unknown (usually an internal call). You can also make your search wider by using the new wild card search terms. The “?” question mark character can represent any character and the “*” asterisk can represent multiple characters of any value. An example would be typing in “jo*”. This would return “joan, jon, john, jonathan, Joanne”, etc.
• Better ARCHIVING: Tasks are now labelled as jobs and can be given unique names. Visual icons make it easier to manage archiving by color coding active jobs in green, finished jobs as red, and disabled jobs in gray. A history of past jobs makes it easy to find past archiving jobs and see their details.
• Simplified REPORTS: Set the date range and filters all at the same time and navigate results easier.
• Monitor for PDA: Integrated into Version 3.4 is Monitor for PDA support. This program will allow most of the features of Monitor to run on a Windows mobile based PDA. Licensing will be controlled by the USB license key and pricing will be based upon the number of simultaneous PDAs that are accessing the recording computer.
• Dynamic active recording allows for a specific number of active simultaneous recordings for all channels. For example, 6 active simultaneous recordings for any of 12 telephones. For extension-side recording, dynamic also allows for manual enable/disable of any 6 extensions out of the 12 on-the-fly without interruption of the recording service. Dynamic recording will cut costs because it does not require full-channel recording licenses for every phone a company has. Companies that do not need every call recorded or that only have a portion of their extensions in use at a time will see huge cost savings from this feature.

Disclaimer

CommSoft (Europe) Ltd cannot guarantee 100% of calls are recorded due to circumstances beyond our control, including but not limited to; software application conflicts, PC hardware failure, power failure, telephone system equipment or telephone system data output failure, user accidental or intentional deletion.