Recording call centre calls at insurance company

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

Customer: Českomoravská stavební spořitelna, a.s. (CMSS)

Place of installation: call centre of a finance institution, Prague

 

ReDat solution for Alcatel-Lucent DR-link and Genesys

RETIA, a.s. is one of the few recording system producers, which can offer a recording solution for Alcatel-Lucent DR-link. ICZ, a.s., a vendor of Alcatel-Lucent OmniPCX and Genesys call centre, cooperates with RETIA, a.s., and supplied ReDat Recording System into CMSS call centre.

It has been a pilot project of recording Alcatel-Lucent DR-link with Genesys integration. The solution is based on coordination of two CTI servers. Primary integration is with Alcatel-Lucent TSAPI server, that monitors telephone calls and agents, "sends" the audio content of telephone call through DR-link into ReDat3 Recording Unit. It completes the basic information about the telephone calls and saves it into the database of records. Secondary, the Genesys integration, gains additional information about the parameters of the call. This feature was specially designed and configured according to customer's requirements.

ReDat solution

ReDat Recording System, a reliable, high-capacity solution and individual approach of RETIA workers help to find the best solution of common as well as special customer's requirements. ReDat ensures call recording and observation of the customer service quality in a busy call centre of a finance institution Českomoravská stavební spořitelna (CMSS) in Prague.

Alcatel-Lucent OmniPCX branch exchange sends the audio content of a telephone call into 30-channel PCM trunk. It is similar to conference calls, but for functions, it is much more useful, without negative effects like reducing capacity of conference calls, annoying and confusing text on the display as it is in case of recording conference calls.

Other useful functions of supplied system are live monitoring of agents, listening-in or replaying of last records.

Benefits

•  Intuitive web environment
•  Quick work with records
•  Functions just click away
•  Secured access
•  Modular architecture
•  Custom function adjustment
•  Central database and archive of records
•  CTI integration
•  Recording by plans and rules
•  Tools for administration and complex

Alcatel-Lucent DR-link recording

•  Recording of a large number of channels using one ReDat3 Recording Unit
•  Only one PCM card in ReDat3 Recording Unit
•  Simple wiring - recording of any branches without changes in wiring or recoding HW

Telephone call data according to customer's requirements

•  Agent's name, group, the number of telephone extension, Call ID
•  ANI, DNIS, call direction (or call forwarding, conference call)
•  Telephone call parameters gained from Genesys

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 including ReDat Catalog, ReDat CTI, ReDat QualityChart

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