1249 Embankment Road, Inkwazi Office Park, Block E, Ground Floor, Centurion Gauteng, 0157
+27 86 111 2802
info@spocsa.co.za

Voice Logging

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Voice Logging

Customers are demanding increasingly higher standards of service, this, together with the ever-constricting challenges of corporate governance and regulatory compliance have created a pressing need for total reliability and security in electronic call records. If your business relies on keeping track of customer phone interactions for quality, monitoring or legal purposes, then you’ll appreciate the importance of implementing a reliable and feature-rich call recording and quality management solution.

SPOC Managed Services application incorporates the latest best practices in international call recording. This, combined with state-of-the-art functionality and partnerships with world-renowned hardware suppliers serves to deliver a trusted stable and secure solution.
Our global partnerships with key support vendors enable us to supply, integrate and support our products with the speed and efficiency all clients expect and deserve.
Whether you operate a call centre, back office or trading floor, or you simply require impeccable records of phone transactions with clients and employees, our application offers a secure and reliable solution that can be customised to your specific business goals.

Description

Features

Agent imaging
• Displays the image of an agent associated with a specific extension
Agent information
• Details the name, extension and email address of the person on the call
Detailed call information
• Displays call-specific information, such as caller-ID, date, time and call duration
Flag a call
• Allows an authorized user to flag a call for quality control or review by a supervisor
Call history and audit log
• Secure log of every event pertinent to a call. For example, when a call was accessed, who accessed the call,
whether permission to access the call was approved or denied and whether a call was transmitted to another entity
E-mail a call
• Allows users to email a copy of the call to single or multiple email addresses
Download a call
• This function allows for a decrypted copy of the call to be downloaded to a computer in .WAV format
Note display
• Displays notes created on the call over time
Time-specific notes
• Shows notes created at a specific point in time during the call
Notes over time
• Shows notes created over a period of time within a call
Screenshots over time
• Displays the points in time during a call that desktop screenshots were taken
Oscillogram
• Visual representation of all sound being recorded
Call transfer information
• Visual representation of all extensions that participated in the call
Desktop screenshot
• Displays screenshots of all desktop activity occurring during a call
Quality control
• Allows a supervisor to perform customized quality control questionnaires from within the visual call representation.
There is no need to access external systems and screens

  • Web-based interface - User-friendly and intuitive
  • Easy to read Visuals with eye-friendly colours
  • Widget home page showing number calls for today, this week and per month
  • Rapid Interface Load time
  • End-to-end encryption
  • Granular security profiles
  • Audit trail monitoring
  • Multiple call search criteria
  • Advanced Remote Link support for multiple sites
  • Desktop screen capture and note taking
  • Dynamic QC note capture
  • Quality management with decision tree based QC
  • Advance QC reporting
  • Unlimited expansion
  • Third-party data integration tools
  • Advanced user management and archiving
  • Automatic Database updating
  • Remote monitoring