AG-VIP SQL Add-on Voice Recording
Aims and basics
Voice recording with USB voice box
server-based voice recording with call logger
Nowadays voice recording is a part of quality assurance and a proof of order to the purchaser - which means it is a standard. Stand-alone voice recording (uncoupled from the CRM and call center software) means just one more isolated application in your system. Searching for voice data is time-consuming and complicated. A separate infrastructure is necessary.
Advantage:
The automated voice recording solutions by Grutzeck-Software link the recorded voice file directly to the record in the customer history belonging to the customer record. This means that the voice files can be accessed directly from the customer data. In the scope of a Workflow , a transaction documented by a voice recording can be evaluated to quality assurance in one processing level and then the orders can be released and forwarded to the customer.
Usage area:
All usage areas in a call center in which legally binding deals are being made, such as telephone marketing and other coaching-relevant projects.
Legal framework:
According to German law, the person being called and the caller have to agree to the recording. For the agents, the agreement to the recording usually regulated via company agreements or is part of the employment contract. The consent of the conversation partner must be requested explicitly.
The optional voice recording for AG-VIP SQL consists of two components:
The first is the USB Softcall Recorder. The Softcall Recorder is used at the local workplace and connected to the local computer via USB interface. The headset cable is connected to the USB Softcall Recorder so the audio signal can be accessed. This means you can also record successive conversations on different workstations with one device, for example for coaching purposes.
In the call center software AG-VIP SQL, voice recording is started and ended with a macro command. This can be done automatically, for instance when using the interactive conversation guideline, or with a button on the user surface or via a tool.
You can define how many seconds are to be recorded previously. The reason is that you have to ask the conversation partner for his consent to record the conversation. If the customer says no, the Wave file is not being stored. If the customer says yes, start the recording.
The pre-recording time is already included in the voice file. The Wave- or MP3 file is added as attachment to the history. Path, file name and history text can be entered by the user, just like in any other tool.
The USB voice box can be used separately from the call center software AG-VIP SQL. This is ideal for coaching purposes - up to 2 GB data can be stored directly on the voice box.
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Server-based voice recording with mit call logger
The integration of the call logger by Clarity is a server-based solution. The audio channel is directly connected to the telephone system.
Precondition:
AG-VIP SQL incl. Option Workflow
Clarity: Call Logger Suite
Architecture:
An agent works in the scope of a telephone campaign. When using the interactive conversation guideline, the conversation recording in the Clarity Call Logger Suite is started automatically in a certain conversation phase, for example if a deal is to be made. When using the tab surface, the agent can trigger it via button.
The recorded voice file is stored in the Clarity Call Logger Suite and automatically assigned to the history entry:
example for the integration of a voice recording in AG-VIP SQL, identical for both components.
When the client checks or when the quality call is being prepared, the recorded voice file can be accessed directly.