In addition to all
of the features and benefits provided by GemaTech’s
remote ACD product inclusive of full skills based
routing
to intelligently route incoming calls to remote
call centre Agents, the addition of GemaTech’s
optional SVR module provides the ability to remotely
monitor, and voice record, all of the inbound calls
which have been routed to call centre Agents who
have elected to work from where they want to live
and work whilst being actively monitored and managed
by equally remote call centre managers and supervisors.
GemaTech’s remote monitoring
facility known as “Mouse over Monitoring” is
a truly unique feature which enables any number
of remote supervisors or call centre managers with
the necessary access permissions to literally break
in to individual Agent’s conversations simply
by sliding the mouse over the Agent’s name
within a call centre Service indicated on the RSM’s
live call monitoring screen on the monitoring PC – and
then simply continuing to slide the mouse over
other Agents names to break into their conversations
providing the ultimate in cost effective call monitoring.
Recorded calls are saved onto
hard disc storage located either within the combined
RSM & SVR server or streamed to any number
of remote storage servers forming part of the end-user
customer’s Storage Area Network (SAN)
GemaTech’s SVR module incorporates
a number of sophisticated features including
Dual Channel Recording – The
SVR records all telephone interactions in high
quality “stereo”. This feature assists
management by reducing listener stress and enables
easier performance monitoring as the origin of
specific comments can be identified.
Statistical reporting – Full
statistics are available using the integrated database,
the JAVA applet and via Microsoft’s performance
monitor. These statistics include trunk utilisation,
calls per hour, storage capacity and fault reporting.
The following additional information is also stored
with every recording:
o Time & date
o Time zone (in a distributed system)
o Number prefix (such as the access code used)
o Originating or destination phone number
o Call direction
o Channel number
o Port number
o Call duration
Control and configuration – All controls are fully integrated
within Microsoft’s management consol, providing both centralized
and unified management of not only the recording settings, but
local and remote computers, network attached storage devices, even
entire network configurations.
JAVA Applet Playback Client – the
easy to use playback utility comes with 10 client
playback licenses as standard allowing up to three
concurrent users, dependant upon call recording
activity. Additional licences are available Free
of Charge but may result in a higher specification
storage server
HTML Playback Client – In
addition to the sophisticated JAVA playback facility,
an extremely simple to use HTML format is also
supplied which enables every person to quickly
and easily recover and play back their own recordings.
GemaTech’s SVR module is
fully scaleable and links in with the incremental
capacity of the BCM unit starting with the recording
of 15 concurrent calls increasing in multiples
of 15 concurrent calls to over 30,000 concurrent
calls if required.
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