Recording call centre calls and long-term archiving

Date: 26.07.2010 | Author: RETIA, a.s.

Customer: ICON Communication Centres, s.r.o.

Place of installation: Prague, Czech Republic

 

About ICON Communication Centres

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.

Project details

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

ReDat solution for PBX Avaya and CRM Noetica Synthesys

ReDat Recording System is equipped with CTI module for record control based on TSAPI telephony events and with the integration of Noetica Synthesys contact center. This system offers a large variety of functions to its user - e.g. automatic dialling of outbound calls or administration of business cases. In the project for ICON Communication centres, we did not follow the usual way of integration recording functions into the CRM system. Additionally, he required matching some selected items to recorded telephone calls. Because on of the required items is the telephone call result, which is able to find out with a few minutes delay, it is necessary to set up the Synthesys integration very sensitively and specifically. The records are preceded after a short delay.  

Exacting requirements of archiving the records were completely fulfilled by installing ReDat StorageManager module, which ensures selective archiving to Digital Audio Tapes according to predefined filters.

Recording solution

All records are conducted via 14 ISDN - PRI trunks and initialized by DSS-1 signalling. The audio content of a telephone call, telephone events and call information are completed according to TSAPI and Noetica Synthesys CRM.

Customer demands

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

Benefits of ISDN-PRI recording

•  Recording of a large number of channels using one recording unit
•  Simple wiring, recording of any branches without changes in wiring or recording hardware

 Signalling data gained from TSAPI

•  Agent's ID, the number of telephone extension, Call ID
•  ANI, DNIS, call direction (or call forwarding, conference call)

Data gained from Synthesys CRM system

•  Agent's name, customer ID, campaign
•  The outcome of the call (verified, NoAnswer, Answering machines)

Services

•  Project of optimal incorporation ofrecording system into the telecommunication infrastructure and information system
•  Installation and putting the system intooperation
•  Testing operation and acceptation tests
•  Service in the place of installation 365 days a year with response time by the customer's requirements 

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 and HP Ultrium 2 drive

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