No longer do recordings have to include unimportant elements of the call. With Voice Archive, call recording can be turned on and off seamlessly ensuring that only vital information is stored. In addition, because KC – Voice Archive is integrated at the agent workpoint, the information associated with both the call and the recording (such as account number, call reason and call outcome) can be stored in the customer database. This will ensure that the exact location of a recording can be found quickly and efficiently.

Knowledge Capture has a host of features that are designed to enhance Call Centre performance, for example post transaction decision-making is fully supported. This feature allows calls to be fully recorded locally and only when the call outcome is known is the decision to store or delete made. Furthermore, the recording remains available during the Wrap Up period allowing the agents, if necessary, to play back the conversation to ensure accuracy.

This remarkable level of control can be applied to outbound telemarketing and appointment-making, where all calls are recorded locally, but only those that result in appointments are retained. The recording along with the appointment details can then be E-mailed to the sales person, allowing them to listen first hand to the appointment qualification.

Attached is a summary regarding some of the many key differences of Knowledge Capture compared to traditional voice recording solutions such as Racal, Witness and NICE:

Ad-hoc Call Recording. Knowledge Capture has the ability to perform ad-hoc call recording. The benefit of this is that for agents (Managers or Directors) who generally received routine calls there is no requirement to capture these conversation however once in a while they may receive a financial, legal or abusive call and have a need to perform an immediate call recording. The recording can be triggered from within a business application, pressing a function key or clicking on a telephony toolbar.

Accurate Retrieval. Whilst every call recording vendor has numerious mechanisms for capturing a call the real strength of a good call recording solution is the ability to quickly, efficiently and accurately retrieve calls. KC - Voice Archive has the inbuilt ability to index a recording with meaningful business data such as a client reference number, name, call reason, call outcome, agent name. By associating this business data with the traditional telephony data such as CLI, DDI, date and time you have a highly efficient mechanism for searching and retreieving calls in a repository. In a recent study it was found that for every 100 calls that had to be retrieved for compliance or legal reasons over 20% could never be found. The retreieval of these calls could have made the difference in a legal dispute and saved the organisation millions of dollars if they could have be found and presented as evidence.

Partial Call Recording. For many organisations the capture, index and archival or every conversation in its entirety is often too big a data volume overhead to carry. Through KC - Voice Archive we are able to configure the system to record only specific sections of the conversation i.e. when a financial transaction is being summaried to a client and they are asked to verbally approve the transaction. Through the solutions strong integration abilities with the agents desktop we can trigger this recording automatically if they are working to a script or at a timed period from the beginning of the call to finally by allowing the agent to press a key to begin recording.

Open Architecture. One of the solution goals for integritie when creating this system was to have the components open and accessible. Unlike traditional call recording solutions KC - Voice Archive works on industry standard databases and repositories i.e. Content Manager and OnDemand but also archives the recordings in common PC sound file formats. By doing this any authorised members of the organisation can retrieve calls and play them using their standard PC sound cards. The recordings can also be emailed to a client or to a Lawyer in the case of a dispute or argument. 80% of disputes are resolved without having to go to court if the conversation can be retrieved and played to both parties.

Integrated with Content Management solutions. Knowledge Capture is integrated with leading industry document management solutions, including IBM's Content Manager and IBM's OnDemand offerings. IBM have created one of the worlds strongest and most resilient object archival solutions that is tailor made for storing electronic objects such as call recordings. By integrating Knowledge Capture with document management solutions companies are able to fully utilise this object repository thus enabling a single point for data backup, utilisation of Tivoli Storage Manager for cost effective storage plus also the ability to provide a 360 degree view of a client through the storage of all client data such as email, fax, electronic documents, scanned documents, reports and now conversations.

Utilise Existing Infrasturcture. Knowledge Capture has been engineered to function with an organisations existing infrasture whether it be your current PBX, the PC workstations that are in place or having agents working from home on their own phone line. By having three difference call capture mechansims we are able to support home workers, VoIP, team recording, departmental recording or organisation call recording plus also business application integration (for call indexing) to almost any platform via the open solution architecture and programming API's.

Fast Deployment & Cost Effective. Unlike traditional call recording solutions we do not require teams of telephony engineers or expensive Computer Telephony Integration modules in order for our solution to be work and hence our typical time for installation is just 10 days at a cost which is approximately half of our competitors due to the utilisation of existing telephony and IT infrastructure.

For a more detailed product specification please click here.

Knowledge Capture Assessor

Knowledge Capture Assessor software adds reporting and assesment tools to your Knowledge Capture software. How can the Assessor benefit your organisation?

	Powerful tool for overall assessment of Call Centres performance
	Highlights strengths and weaknesses of Call Centre activity
	Accurate and fair tool for agent assessment
	Assists planning of training requirements
	Enables better channeling of resources
	Increased agent productivity
	Enhanced call effectiveness
	Increased customer satisfaction

For a more detailed product specification please click here.