ReDat Recording System in the contact centre ICON Communication Centres

Date: 01.07.2009 | Author: RETIA, a.s.

ICON Communication centres, s.r.o. (ICON), formed in 2003, is a successful Prague contact centre outsourcer. ICON carries out thousands of major contracts mainly for foreign customers. There are more than 300 agents in the multinational Prague call centre. Walk into ICON today and you will hear languages such as English, Czech, Polish, Spanish, Russian, Hungarian and Italian to name but a few.

One of the main ICON requirements was high recording system reliability, long-term archiving and the top-class security of recorded data. ReDat Recording System fully meets all these demands. ReDat Recording System daily records more than 80 thousands of telephone calls in this call centre.

Customer demands

• Highly reliable recording of a busy international call centre
• More than 80 thousands of call every day
• Integration with CRM Noetica Synthesis
• Securing of recorded data
• Long-term archiving of selected telephone call recording

Configuration of supplied recording system

• ReDat3 Recording Unit
• ReDat Application Server No. 1 including ReDat Catalog, ReDat CTI
• ReDat Application Server No. 2 including ReDat StorageManager