With Verint Call Recording, you can capture conversations between customers and agents, along with the corresponding activities taking place at agents’ desktops, such as data entry, screen navigation, and after-call wrap-up.
Verint Call Recording is an enterprise recording and archiving solution designed to meet the needs of today’s call centers, contact centers, and customer interaction centers. This software-based recorder provides full-time recording and compliance recording to help contact centers increase operational effectiveness, reduce liability, comply with the Payment Card Industry Data Security Standard (PCI DSS) and other industry standards, and expedite dispute resolution.
Verint Call Recording provides synchronized voice/data recording and real-time monitoring across traditional TDM, IP, Session-Initiated Protocol (SIP), and mixed telephony environments. In addition to recording conversations between customers and agents, the solution can capture the corresponding activities taking place at agents’ desktops, such as keystrokes, data entry, screen navigation, and after-call wrap-up.
Verint Call Recording can support thousands of channels and multiple sites and recorders across your enterprise, with a single point of administration and open standards storage. This helps free your organization from the costs, constraints, and complexity posed by multiple proprietary systems. The solution’s sophisticated alarm and archive capabilities can reduce the effort and cost associated with ongoing serviceability and maintenance.
For high availability and maximum uptime, Verint Call Recording provides recording redundancy and supports clustered and N+N recording. True CTI platform redundancy removes the need for a parallel recording infrastructure, since failures of CTI links or integration service nodes are recoverable without loss of recording.
To help you comply with the Payment Card Industry Data Security Standard (PCI DSS), Verint Call Recording uses AES-256 encryption to protect data when recorded, in transit, and archived. This optional functionality includes a separate key management system from RSA, enabling you to move, archive, and store customer data while protecting it from unauthorized access.
- Provides a full-time, enterprise recording and archiving solution to help enhance compliance, reduce liability, and support
customer engagement management.
- Captures voice interactions, agent screen data, chat, email and makes recordings accessible through a single Web interface.
- Provides a lower total cost of ownership with reliable performance, easy serviceability, and the convenience of non-proprietary,
open standards storage.
- Helps reduce your hardware footprint and energy costs by supporting up to 1,000 channels of IP voice and screen recording on a single server.