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Verint™ - Call Center
 
Mercom’s Call Center Suite is the most flexible solution available, giving you the ability to
record agents and instantly retrieve recordings from your desktop for weeks, months or
even years. You have the flexibility to record everything, just a percentage of calls, or only
those calls you define as most significant, such as large sales, orders, specific phone
numbers, or call types.
Mercom’s Audiolog™ Call Recording Server has been installed in
more than 5,000 call centers globally to record calls full-time,
on-demand, based on a set of criteria or a schedule, or enabled
with CTI. A single Audiolog server can serve multiple applications
within your organization. With it, your call center will have more
recording flexibility and connectivity than ever before, while also
lowering your total cost of ownership.
Audiolog’s multi-function platform and open architecture design
enables call centers to simultaneously support full-time, eventdriven,
and scheduled recording. The Audiolog server supports
and can host Mercom’s Interaction Quality software, used for
browser-based call evaluation and reporting. Through this
efficient use of hardware, Audiolog minimizes points of failure
and reduces your acquisition and maintenance costs. Audiolog
can be used stand-alone, or as a specialized server within your
networked environment.
Key Benefits
Maximum Flexibility to Record and Store Contacts
Mercom’s Audiolog Recording Server is designed to fulfill the
widest range of recording requirements while also being the
most efficient, easy to use, and reliable solution available.
You gain maximum storage flexibility with Audiolog’s open
architecture, including redundant hard drives, automatic
archiving to DVD-RAM, support for Network-Attached Storage
(NAS), RAID5 and SAN storage, and Mercom’s innovative
Centralized Archiving configuration.
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Solution Overview
In today’s business environment, your call
center must operate at peak efficiency while also
improving customer relationships. Mercom’s Call
Center Suite delivers power and flexibility in a single
recording and call center evaluation platform. It is
cost-effective because it is easy to use and install,
with a low cost of ownership. Mercom’s advanced suite of call center tools helps you to keep
customers, retain agents, enhance agents’ skill sets, and minimize training costs.
Mercom’s Audiolog™ Call Recording Server and browser-based Interaction Quality™ (IQ)
software are designed to be intuitive to use and will significantly reduce the IT resources
needed to implement and maintain them. With an industry-standard browser-based
interface, Mercom products require minimal training, freeing your staff to focus on
delivering great customer service. Call center personnel can design and create evaluation
forms in minutes as easily as creating a PowerPoint™ presentation. Quality Assurance
staff can listen to calls while using IQ on the same screen, eliminating the need for
multiple desktop displays.
Thousands of IQ reports can be created quickly and easily. Reports can be viewed locally,
exported to applications such as Microsoft® Excel® and Word®, and automatically emailed
as PDF files. Weekly or Monthly report cards can be automatically delivered to Agents via
email. Mercom utilizes Microsoft’s SQL® database to provide reports that help you
analyze the performance of individual agents, groups, or even the entire call center. This
enables you to spot trends and respond proactively, or to compare agents, groups,
supervisors, and evaluators.
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- Design forms easily, quickly and securely. On-line access
makes it easy to create questions and assign score elements
on the fly, while simultaneous access enables multiple
supervisors to create forms when they need them, without
delays. You retain secure control over who has access to
create, edit, and use scoring forms, and which agents’ calls
can be evaluated.
- Comprehensive reporting delivers detailed information,
summaries and trends through standard and customizable
reports, charts, and graphs.
- Information is easily shared by emailing Audiolog’s
standard .wav voice files along with the associated evaluation.
Other Features:
- Open-architecture design assures reliability and ease of use;
Audiolog uses non-proprietary PC components, Microsoft
Windows® 2000, and Microsoft SQL® Server 2000 database.
- Audiolog’s IRIS scheduler allows total control of when to record,
what types of calls to record, which groups to record, and how
many calls to record.
- Desktop record-on-demand capability allows agents and
supervisors to start and stop their own recordings, or to tag
recorded calls with important information.
- Outstanding desktop access lets you and your supervisors
remotely playback, live monitor, schedule recordings, and
manage and configure the system.
- Easily search for calls by date, time, duration, channel, agent,
caller ID, DNIS, dialed number, call index number, reference text,
private data, and more.
- Audiolog supports recording of all types of digital and analog
telephones, trunks, VoIP phones, PC screens, and radio systems
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DSS Corporation | 18311 W. Ten Mile Road, Suite
200 | Southfield, MI 48075
Telephone: 866.DSS.CORP | 888.305.3428
Fax: 248.569.6567
EMail: info@dss-corp.com
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