SmartRecord, AVAD’s Hosted VoIP Call Recording and desktop monitoring functionality, is a cost-effective and legally compliant solution that works seamlessly with AVAD’s Hosted PBX, SIP Trunking, and Enhanced Call Center and delivers the means to make the recordings actionable.

Businesses are recognizing the value far beyond the regulatory protection provided by a call recorder as they are discovering the mining of the recorded calls reveals tremendous customer insight.

Smart-Record is a value-added optional feature available for AVAD’s Hosted PBX, SIP Trunking, and Enhanced Call Center users which enable both inbound and outbound calls to be recorded and stored as MPEG files.

Easy-to-use web-based administrative and user portals are utilized that provide access to recorded files, call detail records (CDR), and enable control of all call recording features. SmartRecord is a feature-rich application that provides a graphical overview of your company’s call usage including:

Calls by category – Calls can be categorized and collected based on the call type Frequent calls – Identification and collection of frequent callers to your organization Calls by location – Calls identified by inbound or outbound number, area code, or location Call statistics – Graphical metrics of inbound and outbound number, redirection, duration, etc

Call Monitoring – Allows a supervisor to silently listen to a call in progress Call Log – Historical logs of inbound and outbound calls to and from your organization Graphical Report – Pie charts and bar graphs that represent call data captured over the past day, week, and month

Smart-Capture captures the call center agent’s desktop and key strokes and records the actions taken by the agents in order to satisfy your customer’s needs during the call. This is useful for future training, review by the manager, or documentation purposes.

Benefits of Call Record with Smart Interaction Suite

Call Record and Smart-Interaction Suite are non-intrusive technologies that provide call center managers with insight into what your customers think and say to your agents and what your agents say to your customers while being able to see the corresponding desktop activity recording during the conversation. With the introduction of these oversight technologies, a company can expect.

Convenience – Easy-to-use web interface, filters, descriptions, and comment annotations provides tools to quickly find, listen, capture, and evaluate recorded calls Quality Management – Review and automatically categorize all calls. Allows organizations to quickly identify calls or agents that require additional monitoring Cost Savings – Minimal common hardware and software is required to begin call recording

Easy Administration – Using a browser-based platform, administration and system access can be done from anywhere with no client software to install Security – Recorded calls required for legal, regulatory, or compliance purposes can be easily transferred to your organizations system individually or in batches Measure Productivity – Monitor and measure the efficiency and productivity of your staff

More and more every day, businesses are recognizing the value far beyond the regulatory protection provided by a call recorder, as they discover the importance of gaining customer intelligence. Now with AVAD’s SmartRecord with SmartInteraction Suite, we deliver the means for service providers and hosted contact centers to make those recordings actionable.