Call Recording Solutions

Capture every call, every keystroke, every screen, end-to-end. Call Recording and Screen Capture

Spoken's call recording solutions bring 100% end-to-end call recording and screen capture capabilities to the contact center cloud with unique, on the fly secure encryption.

 

Remote agent whitepaper
 

 

PRODUCT SHEET

Call Recording Solutions

Overview

Conversational IVR Avaya Virtual ACD
Remote Desktop
Call Recording
Performance Big Data Voice Assessment Secure Data IVR

Cloud-based call recording and screen capture

A growing number of businesses are subject to regulatory compliance such as HIPPA and PCI with respect to customer interactions, and secure call recording is essential to remaining compliant. Even non-regulated industries see the value of secure, end-to-end call recording for dispute resolution, quality assurance, agent training and business intelligence.

Spoken’s unique Dual-Channel Call Recorder provides a dual-channel audio solution for full talkover analysis with permissions-based access to call recordings and related call data via Spoken's PCI-compliant Recording User Interface. Screen Capture captures agent keystroke data for supervisor playback, analysis and download through a secure, web-based console.

PCI-compliant encryption

Government and industry regulations such as PCI have prompted many contact centers to maintain encrypted recordings of customer interactions. Spoken's Dual Channel Call Recorder provides call-unique encryption on the fly for the most secure call recording solution available today. Rather than encrypting with a common key that could risk exposure with every call, Spoken encrypts each call individually in real time with a unique key for maximum security and PCI compliance.

Maximize Contact Center quality

  • High-fidelity recording
  • End-to-end call recording, including IVR interaction, hold time and transfers
  • Web-based supervisor console available 24/7 for call listening and download
  • Call-unique, secure encryption on the fly