Anne Morrow Lindbergh
Interactions Quality Monitoring
Professional Recording and Interactions Quality Monitoring
It is well known that recording conversations can help when they become subject to litigation / dispute.
This can happen either when making important transactions by means of phone or when emergency dispatches (fire, rescue, police, railways, air traffic control, etc..) can be suspected that delayed the transmission of absolutely vital information or have distorted it during transmission to or for inquiries.
ROKURA meets these problems with the best systems currently worldwide, NICE Systems – Israel, dedicated to recording telephone conversations, radio or intercom worn by an operator / dispatcher so that he calls to customers, and within organization as well, for problem solving.
Audio channels can be monitored in analog format (analog telephone line or radio stations) or digital (virtually any type of digital telephone extension or VoIP). Simultaneously with the recording of voice channels images displayed on computer screens can be recorded.
Offered Nice Systems Products:
• Perform Express Nice, Nice Call Focus 3, Nice Log (medium and high capacity recorders);
• Perform Nice, Nice Smart Centre (quality management systems for agents work in the contact centres or trading floors);
• Inform Nice (emergency dispatchers, institutions of law enforcement system)
• Nice Vision (video surveillance systems of the objectives of particular importance: airports, train stations, subways, industrial perimeters, highways, etc.).
• CyberTech Myracle and CyberTech Pro (medium and high capacity recorders);
• CyberTech Myracle and CyberTech Pro include "evaluation" applications and computer screens recording (quality management systems for agents work in the contact centres or trading floors);
• Cybertech Myracle and Cybertech Pro include encryption and electronic signature applications (emergency dispatchers, institutions of law enforcement system).
Along with excellent technical performance and outstanding reliability, NICE Systems provides control and monitoring of all communications occurring within an institution, with the possibility of interception, tracking, recording, storage, archiving, search and analysis of interactions by words, expressions, or speaker voice print, emotional state, all in conditions of maximum safety and efficiency.
Equipment can be connected to computer networks LAN / WAN, allowing remote monitoring and playback from a central station, and have secure access to different levels (operator, network administrator and supervisor), based on passwords set by policymakers.
Equipment is provided with an alarm system that shows when channels are inactive when components are defective, when data tapes must be changed, etc. Alarms appear on the operator's workstation and can be with audible alerts as well. In addition, alarms can be transmitted to other external monitoring devices.
All systems are scalable and upgradeable, so that from the recording platform, one can add modules for the analysis of interactions acquired.
Features:
• Recording and playback of voice and video interactions between agents and customers, and image / voice captured from different sources;
• Capture of voice and / or computer screen,
• Standardized and advanced compression,
• Real time playback / streaming,
• Recording and temporary storage (ON LINE)
• Archiving long term/ permanent (off line) on various media (AIT, DVD-RAM), ECM, NAS, SAN,
• Very easy search and playback later
• Assess the interaction between agent and client
• Single platform (hardware and software), modular and scalable.
CTI Technology designed (Computer Telephony Integrated) which allows digital recording simultaneously from multiple audio channels (24-496 per individual equipment) and features for archiving and playback based on user requirements, NICE or CyberTech systems meet any challenges in both private sector and public sector.
Such systems are used to achieve a modern and efficient management in insurance companies, investment and consulting companies, in corporations, security and protection institutions, health care institutions, as well as in offices and government bodies.
Benefits:
• Helps prevent / limit the litigation between the company (organization / institution) and customers (employees / partners)
• Reduces costs in call centers / communications
• Optimize the relationship between company and customers (addressing the concepts of "first call resolution", "client retention", etc.)
• Increases confidence in the business partner
• present an accurate picture of agent activity
• Provides information and tools for decision-making structures
• Increase of professional skills of agents / operators
• Accurately reconstruct the delicate and critical situations
• Robust and reliable systems, modular and flexible
• Unlimited capacity (multi channel) recording (total, selective, "on demand")
• Interfaces for all type of channels (analog, digital, mixed)
• Proprietary format of the recordings with the possibility of export in a standardized format (*. wav)
• High redundancy (channel capacity, storage, power supply, output, etc.).
• Easy to learn and use
• More than 60,000 systems installed worldwide
• Impossibility of forgery / alteration of recordings
• Manufacturers - Nice Systems Ltd., Israel (www.nice.com) and Cybertech International – Netherlands (now part of Nice) (www.cybertech-int.com) are world leaders in this market.
warranty and post-warranty, commissioning, operating personnel training and service is done by trained and authorized ROKURA personnel.
Categories of beneficiaries:
• Defense, Security, Public Order, Justice, Emergency Services,
• Call Centres
• Communication services providers (GSM, CDMA, TV, cable, radio)
• Health (hospitals, ambulance services)
• Financial (banks, insurance companies, financial administration, trading floors)
• Commerce (shops, delivery companies)
• Casinos
REFERENCES:
- ROMATSA: ROKURA installed and maintains over 100 NICE systems in air traffic control towers in ROMATSA on 12 airports (Baneasa and Otopeni, Bacau, Iasi, Suceava, Sibiu, Tg. Mures, Baia Mare, Satu Mare, Oradea, Cluj and Timisoara)
- Government agencies, STS (112)
- Financial institutions such as ING Bank, HVB Bank, Piraeus Bank, BCR, Amro Bank, RBS
- Telecommunications companies: Romtelecom, Cosmote, RCS&RDS.