Voice Recording

Immediate access to high quality and secure True Cloud Voice Recording

What does it do?

High quality, accessible, secure voice recording records are a key requirement for all contact centres. Increasing industry compliance and a need for greater agent productivity mean this need will continue.

All calls on the ipscape solution are recorded as standard. The voice recordings can be accessed via a secure web site within seconds of the call being completed. Records can also be downloaded within seconds and shared across the business. This provides accessibility for people working outside the contact centre.

The recording function can be disabled quickly and easily at a campaign, agent or queue level when needed.

How does it work?

The Hosted Voice Recording solution is accessed via a secure web browser with a search interface provided as a standard.

The search interface allows voice recordings to be located via a series of data fields e.g. phone number, agent, date/time, queue and call notes. The voice recordings can also be saved by agents as a link at the contact level within the CRM database.

All voice recordings can be encrypted by default. IPscape use the GPG process for encryption and provide the key and decryption software to the client.

Businesses who take credit card details over the phone should consider the additional security available in the IPscape Contact Centre solution. This incorporates a keypad payment gateway where the digits entered by the customer are screened out of the voice recording.

IPscape archives all call recordings for a 3 month period and then on agreement transfers the call recordings to the clients LAN network. This transfer of data does not affect the call recording links in the client CRM or the search functionality.

Some features

  • Immediate access to all call recordings within seconds
  • Access the voice recordings from any location through a secure web interface
  • Online search engine for records provided as standard
  • Voice Recording saved as a link in the CRM database
  • GPG Encryption for all voice recording records
  • 3 month archiving of all records before client transfer

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