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ADDCOM voice recorders are powerful Voice Recording systems that offer a cost effective solution for call centers of every size. This highly featured, scalable system delivers from 4 to thousands of channels of high quality voice recordings. The recorders support analogue, digital and VoIP extensions as well as trunk lines.

The key benefits are:

•    Low purchase cost – The most cost effective, high featured recording solution on the market with an ever-increasing installed base

•    Reliability – Using ADDCOM’s innovative input card technology, it is extremely resilient and reliable in the most demanding environments

•    User friendly – It is exceptionally easy to use for operators and supervisors alike, with a familiar and intuitive browser-based interface that is specifically designed for the rapid search and retrieval of recorded calls

•    Feature rich –ADDCOM has included all the features which are normally associated with higher priced solutions

•    Low cost of ownership – Web-based configuration and administra¬tion tools deliver significant time and operational efficiencies ensuring low costs of ownership

•    Network compatible - A true IT infrastructure recording solution that fully integrates into existing IT infrastructures and makes use of existing servers and storage devices

ADDCOM recorders offer several useful applications for call centres.


Evaluation

The ADDCOM Evaluation Application is a fully integrated, browser-based Quality Monitoring tool for recording and evaluating calls and screens. It identifies areas where performance can be improved and will play an important role in enhancing the delivery of the highest levels of customer service. Using the same intuitive user interface as other ADDCOM systems, it makes the creation of individual projects and campaigns a simple process.

The Evaluation Application makes it easy to analyse the quality of calls. Stepping through the workflow process enables the following features:
1.    Automatic schedules can be set up to select recorded calls and/or screens for evaluation;

2.    Bespoke evaluation forms can be quickly and easily designed by users with configurable sections, questions and answer types;

3.    Calls for evaluation can be assigned to supervisors;

4.    Evaluations can be performed and personal observations and remarks can be added to calls;

5.    All evaluations can be reviewed;

6.    Graphical evaluation reports deliver high levels of management information on quality and efficiency.


Reporting

The ADDCOM reporting tools provide supervisors with the ability to Generate graphical reports on Evaluations and call statistics.

 

Screen Recording

Screen recording is an important feature that delivers significant benefits to organisations whether for dispute resolution or for quality evaluation purposes. It provides organisations with a complete picture of any transaction enabling more effective and informed evaluations to be conducted. Of course, there are many environments where users operate multiple monitors in the course of their work and it is essential that systems have the capability to capture all information from every monitor.


Key benefits of the Addcom Screen Recording Solution are:


•    Integrated solution. Screen recordings are stored and replayed together with the voice calls. Replay of the screen recording can be done in the standard Addcom web-based application, or in a separate window or second monitor.

•    Use of Industry standards. In line with other parts of the Addcom software architecture, the workstation software client used (VNC) is proven technology, based on open standards and already used by millions of users.

•    Easy to use. Side-by-side placement of the recorded screens in the same web-based application as the voice replay- and evaluation applications eases the evaluation and QM of interactions.

•    Multiple monitors. Up to 3 monitors per user can be recorded.
 
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