Call Recording Frequently Asked Questions

FAQ

  • Do we really need Call Recording in our Call Center?

    Call Recording is a growing global necessity for most Call Centers and Contact Centers today. The health of your organization can be measured via your Call Center agents and the retrieval of this vital feedback can positively affect your business decisions. Call Recording is the foundation for many other programs, including quality monitoring, speech analytics and eLearning. By hearing what your customers say first-hand, you can quickly learn what steps to take toward real business success.
  • How can Call Recording make our Call Center more efficient?

    Call Recording contributes to Contact Center efficiency in many ways. For example, Call Recording relieves supervisors of the need to monitor calls in real time, allowing them to focus on management responsibilities. Our Call Recording systems allow supervisors to review recorded calls on demand and can present recordings that meet specific criteria. This efficiency gets to the heart of an issue without time consuming searches through dozens of calls. Call Recording also pinpoints areas where training is needed for both new and established Call Center agents. In many cases, Call Recording system can even deliver training automatically based on how the supervisor “scores” the call.
  • What does the term "Voice of the Customer" mean and how can it impact my Call Center?

    In the past, companies reached out to customers to learn what they were thinking with surveys, focus groups, questionnaires, etc., and always had limited success. Today, customers eagerly share their opinions and ideas via corporate websites, mobile devices, social media, and conversations with your Call Center agents. “Voice of the Customer” is a term coined to encompass all of the ways your customers are talking to you and about you. Call Recording is an excellent tool for capturing the Voice of the Customer so you can listen more easily and agilely react to what you hear.
  • Can Call Recording help with “proof of claim” issues?

    Call Recording can effectively put an end to costly he said/she said situations. If a discrepancy arises, the questionable conversation can easily be accessed, reviewed and then acted upon appropriately. The result is a reduction in negative feedback, improved customer relations, and, in many cases, significant cost savings.
  • Do your Call Recording solutions support Compliance Recording?

    Call Centers, in a wide variety of industries, record specifically to document regulatory compliance. Compliance recording is typically done for 100% of calls in the center. HIPAA, MIPPA, Sarbannes-Oxley, NERC, Dodd-Frank, and PCI-DSS are just a few of the regulations that interact with Call Recording systems.


Audiolog Recording by Verint

  • Can the same Audiolog server record different sites?

    In some cases, yes, but it largely depends on the type of connectivity being used for call recording. For example, an Audiolog recording delivered VoIP traffic through an Avaya, Cisco or similar integration could record from a variety of sites as long as the calls taken at those sites pass through the same PBX. VoIP interception could also capture traffic from different sites if it passes through the mirrored port where the audio is intercepted. Due to cabling limitations, recording of analog and digital stations at different sites usually requires separate call recording appliances but virtually the different sites function as one in an enterprise solution. Good discovery and solution design will help minimize cost while taking full advantage of server capacity.
  • Can I record different types of phones in the same Audiolog server?

    Yes. Verint’s Audiolog supports call recording of any combination of traditional digital or analog stations, VoIP phones, and radios as well as screens, within the same server. The server may also be able to record other audio sources that can be output to an analog wiring pair, such as intercoms. Distance, PBX licensing, and total channel count are just a few of the factors that can affect how best to achieve call recording for your application.
  • What is the difference between station-side and trunk-side Audiolog call recording?

    While both of these terms apply to recording of conversations, in trunk-side recording we tap the trunks after they enter your building but before they connect to your telephone switch. This allows you to record every call that comes in on that trunk, regardless of which station answers it, from the time the phone starts ringing until the call is disconnected. It does not, however, capture internal (station to station) calls. Trunk-side call recording also does not allow you to make recording decisions based on call data unless you have computer/telephony (CTI) integration, which can be costly. For these reasons, it is most often used in 911 centers and larger implementations. In station-side call recording, we tap the individual pairs between the telephone switch and the telephone station. This allows you to capture internal and external calls. If the stations are digital, we can also capture the data that is displayed on the phone’s LCD screen as it is transmitted on the data channel (D-channel) of each line. Thus, station-side recording is a cost-effective option for many small to medium-sized businesses that do not have CTI.
  • Will Audiolog record my supervisors if a call is escalated to them?

    Audiolog can provide this functionality through a client application called Record-on-Demand Network Interface, or RODNI. The supervisor must be at a phone that is configured to record. Call recording is not, however, initiated automatically when a call connects as is usually the case at an agent’s phone. Instead, the supervisor uses RODNI to start and stop recording only on specific calls where this is desired. RODNI can be used to start/stop voice recording and/or screen recording. It can also be used in a fulltime recording environment to tag information to call records, to facilitate PCI-compliance, or to mute (pause) recording for a user who needs some level of privacy if needed.
  • Is Audiolog PCI-Compliant?

    Official status as “PCI Compliant” is granted by the Payment Card Industry Security Standards Council, and is only available to credit card processing companies. However, Verint Audiolog’s software suite does include a variety of tools to help make sure your call recordings meet PCI data security standards, including end-to-end encryption and data avoidance. These standards are quite broad in scope, and apply to nearly every internal system used by companies who accept credit card payments. We recommend that you work with your compliance and/or legal advisors, as well as our solution designers, when determining how best to configure your Audiolog server and call recording storage.
  • Is Audiolog Next Generation 9-1-1 Ready?

    Next Generation 9-1-1 (aka NextGen 911 or NG911) require public safety answering points (PSAPs) to accept voice, text, images, video and data communications from any wired, wireless or IP-based device. Audiolog supports this capability through its robust voice and screen recording applications. Audiolog also offers integration with a wide variety of Next Generation VoIP E9-1-1 Controller switch vendors. While some aspects of NG911 / i3 standards are still in development, Verint is committed to making sure that Audiolog complies with all applicable NextGen 911 requirements.
  • I need to store recordings for years. Does Audiolog support long-term storage?

    Yes. Call recordings may be archived to removable long-term media using an internal Blu-ray drive specifically for that purpose. For convenience and flexibility, Audiolog is also capable of archiving by uploading recordings to network storage such as NAS or SAN. You may also want to consider Verint’s Audiolog Virtual Media, or AVM. AVM allows Audiolog to create multiple folders of recordings that can be stored on a network drive or device. Each AVM folder contains copies of recordings for a particular time frame, along with an SQL catalog database containing data about the calls that are in the particular AVM folder. In essence, each AVM folder is almost like a virtual piece of removable media. This makes it much simpler to later move the folders from network storage to tape or other media, depending on your organization’s requirements.
  • How does Audiolog by Verint record screens?

    Audiolog uses client/server architecture. The Screen Acquisition Module runs on either the Audiolog or a dedicated server. The underlying technology was developed and patented by Verint. It works at the frame buffer level and is compatible with a wide range of environments, including thin clients. From one capture to the next, only agent changes are recorded. This minimizes file collection and transmission when there is little or no screen activity. The software is TCP/IP based, and supports a wide range of compressions, escalated graphics modes, and layered Windows architecture. Tests have demonstrated that the Verint screen recording technology used by Audiolog results in network bandwidth usage as much as 50 times lower than competing solutions.