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Recording Solutions for Contact Centers

Verint Witness Actionable Solutions offers recording solutions to meet a wide range of business needs, including:

• Full-time recording
• IP recording
• PCI and recording encryption

Full-Time Recording
Call center and multimedia contact center recordings are a critical component of compliance and liability management programs. These recordings provide information for handling disputes and verifying transactions.

Verint Witness Actionable Solutions offers three solutions for compliance and liability recording: Impact 360 Recording, Impact 360 Express, and Audiolog. 

For larger contact centers, Impact 360 Recording incorporates the functionality of Verint’s powerful ULTRA platform to provide a robust, reliable recording solution. Part of the Impact 360 Workforce Optimization solution, Impact 360 Recording can help organizations meet a range of needs, from compliance recording and liability management to monitoring agent performance. Impact 360 Recording can capture, index, and retrieve up to 100 percent of customer and caller interactions in traditional TDM, IP, and mixed telephony environments.

To meet the unique requirements of trading floors, Verint Witness Actionable Solutions offers Impact 360 Recording for Trading Rooms. This solution can capture, index, and retrieve trader calls across thousands of channels and multiple sites, with a single point of administration and open standards storage.

Designed for small to mid-sized contact centers, Impact 360 Express Recording can capture interactions and link all calls related to a single transaction together to provide a complete transactional record for compliance, liability, and risk management initiatives. You can find and review recordings in just seconds — a key advantage over time-consuming, manual searches that are typical of traditional call logging applications. Moreover, Impact 360 Express uses standard, online storage technology to provide an economical, effective way to store captured interactions.

Audiolog is a powerful solution for mission-critical recording and quality assessment. Audiolog provides contact centers with flexible, highly reliable recording capabilities, remote live monitoring and playback from the desktop, and a powerful interactive assessment tool. By providing rapid access to recordings with instant recall and incident-based or call data-based retrieval, Audiolog can help facilitate regulatory compliance.

IP Recording
Impact 360 Recording is a software-based recorder that captures, indexes, and retrieves up to 100 percent of your customer/caller interactions in IP, traditional, and mixed telephony environments. The recording platform uses non-proprietary, open-standards hardware and can coexist with TDM recorders, enabling organizations to migrate their recording infrastructure from one environment to the other without heavy reinvestment in costly hardware. As a result, Impact 360 Recording can provide a cost-effective solution for organizations that are transitioning from TDM to IP telephony, as well as for contact centers and support centers with home-based agents or remote agents/offices.

For smaller centers, Impact 360 Express supports IP recording, as well as traditional time-division multiplex (TDM) and mixed telephony environments.

PCI and Recording Encryption
To protect your data when recorded, in transit, or in archives, optional functionality is available that uses AES-256 compliant encryption. This works with Impact 360 Recording and includes a separate key management system that enables you to move, archive, and store customer data, while protecting it from unauthorized access.