PRODUCT SHEET
Enghouse Interactive
Call Recording
VOIP INTERACTION RECORDING &
MONITORING SOFTWARE
Call recording and monitoring technology does not have to be a costly, complicated
endeavor. Nor does it have to be used exclusively within the contact center. The voice
of the customer can be a powerful tool across company silos. From the contact center to
research and development or other back office applications, Enghouse Interactive puts
call recording and monitoring technology within reach for companies of all sizes.
Enghouse Interactive Call Recording Software enables companies to:
• Resolve customer disputes using recorded conversations.
• Achieve regulatory compliance by documenting calls while securing and maintaining records based upon varying
business needs.
• Ensure high quality customer interactions with live monitoring and quality monitoring programs.
• Leverage the voice of the customer within the organization by sending customer feedback directly to other
departments.
• Secure sensitive customer information by allowing employees to pause recordings in order to avoid recording
sensitive information. Call files may be secured with encryption using controlled key access.
• Observe the total customer experience with cradle-to-grave recording options, providing insight into the
complete customer interaction.
• Accelerate employee training with ‘real-life’ calls and live monitoring capabilities in order to provide real-time
feedback to agents.
• Enhance workplace productivity by observing business processes, including call scripts, in action.
• Improve operations with actionable reports on important business metrics like total talk time, number of call per
agent, and more.
Easy to Use.
Using the web-based interface, authorized users can view
the real-time status of every IP phone in the system, as well
as record, monitor, retrieve, and playback calls. Export non-
encrypted calls from Call Recording and attach the recordings
to CRM, e-mail, or other business applications for a complete
view of the customer experience. Recordings are played back
through standard PC speakers and desktop media players.
Administrators can choose from multiple recording options:
full-time, triggered, or on-demand recording. Calls can be
automatically recorded by triggers, such as: user name,
extension, caller ID name and number, DNIS*, percent
of inbound/outbound calls, area code, prefix, suffix, and
wildcards. Look-back call recording enables on-demand users
to capture the entire call regardless of when the recording is
initiated.
Detailed information is collected for recorded calls and can
be quickly retrieved from the user interface. Search and
retrieve calls using multiple criteria including: time and date,
user name, user’s department, user’s location, call duration,
inbound caller ID name and number, DNIS*, flagged name or
value, and outbound number dialed.
Managers and administrators can track an interaction
from cradle-to-grave, with visual cues in the user interface
connecting independent conversations for a customer
interaction that have been transferred between agents.
Easy to Administer.
A scalable, software-only solution, Call Recording runs on
Windows Servers and passively collects relevant call data from
the network. Administrators can manage Call Recording from
any location, reducing overhead costs and simplifying system
management.
Flexible access rights allow administrators to assign
permissions for monitoring, recording, and playback on a per-
user basis. Users can be authenticated using corporate Active
Directory information, or by enabling unique Call Recording
login credentials. Organize users by department and location,
and create recording profiles that meet each group’s individual
business needs, including customized call retention settings
and scheduled call recording profiles.
Administrators can elect to automatically archive recording
files by a specific date or schedule, when a specified amount
of data storage has accumulated, or based upon the agent
assigned to the interaction.
MULTI-LANGUAGE SUPPORT
With the click of a button, users can select which language
they want to interact with the Quality Management user
interface. Supported languages include English, Spanish,
French, Canadian French, Italian, German, Portuguese, Danish,
Dutch, Russian, Swedish, Norwegian, Finnish, and Ukrainian.
SYSTEM ALERTS
Automated e-mails and system event log entries alert
administrators when the following occur:
• Communication between the call recording service and data
service fails
• Disk space becomes low on any storage location
• Database read/write or connection failures
• Disk read/write failures
• Network interface failures
• Critical errors occur in third party call control interfaces, such
as a loss of connection with the PBX
API ACCESS
Administrators can extend the power of Call Recording and
the Enghouse Interactive Quality Management Suite using
complimentary APIs. Integrate custom applications to leverage
the value of interaction recordings with existing business
systems.
Actionable Information.
The customizable dashboard interface provides companies
improved business insights, offering reports on important
business metrics like total talk time, number of calls by agent,
or the busiest times for calls by area code, prefix, or DNIS.
Reports can be automatically generated and e-mailed to line
of business managers or exported in a variety of file formats.
Secure.
Our Call Recording solution includes an option for increased
encryption and provides change auditing information to aid
companies in creating secure systems essential for regulatory
compliance such as PCI DSS. Recording files may be secured
using controlled key access, and communications may be
secured between the Quality Management client and the
Quality Management server.
* Applies to selected IP telephony systems, contact Enghouse
Interactive for additional information.
ENGHOUSE INTERACTIVE CALL RECORDING // VOIP CALL RECORDING & MONITORING SOFTWARE
User passwords are stored in an encrypted database, ensuring
the integrity of access to sensitive recordings and profiles.
Digital watermarking validates file integrity and identifies
tampering for audit-trail security.
Technology
DEPLOYMENT
Data switches are configured to send the Quality Management
Server a copy of every VoIP packet going to and from the IP
PBX. For multi-site deployments, Call Recording is installed on
Windows servers distributed across multiple office locations
and the remote servers are interconnected via the WAN.
ARCHITECTURE
Call Recording employs a distributed-services software
architecture that is ideal for single and multiple-site
deployments. Fault tolerant and highly reliable, the solution
is scalable to thousands of users and can be managed from
any location via the web-based Quality Management client
interface. Flexible storage options allow administrators to
store calls on local servers, network storage or storage area
network (SAN) locations.
See the Quality Management Server Specifications
sheet or contact your Enghouse Interactive
representative for complete technical requirements.
PSTN
PSTN
PSTN
PSTN
HEADQUARTERS
IP PHONES
BRANCH OFFICE 1
BRANCH OFFICE 2
BRANCH OFFICE 3
SWITCH
QUALITY MANAGEMENT
SERVER
ROUTER
REMOTE WORKER
IP PBX
WAN/INTERNET
Learn more at www.enghouseinteractive.com
© 2013 Enghouse Interactive. All Rights Reserved.
About Enghouse Interactive
Enghouse Interactive is the union of products and expertise from leading solution providers including: Arc Solutions, CosmoCom, Datapulse,
Syntellect, Telrex, Trio, and Zeacom. Now a single, global organization, Enghouse Interactive delivers flexible and scalable solutions
that will meet a company’s communications needs across their organization, including: global communications management, contact center
solutions, attendant consoles, IVR or self-service solutions and call recording and quality management tools.
ENGHOUSE INTERACTIVE CALL RECORDING // FEATURES AND FUNCTIONALITY
About the Enghouse Interactive Quality
Management Suite
The Quality Management Suite includes IP call recording and
call center optimization software designed specifically for
small- and medium-sized businesses, such as:
Enghouse Interactive Quality Management Suite
Contact center optimization software
Enghouse Interactive Call Recording
Call recording and monitoring
Enghouse Interactive Computer Recording
Desktop computer recording and monitoring
Enghouse Interactive Agent Evaluation
Call scoring and agent coaching for call centers
Enghouse Interactive Interaction Recording API
Custom integration solution for Enghouse Interactive
interaction recording software
