Call Center Monitoring Software and Systems
Database Systems Corp. (DSC) provides call center monitoring software for its call center phone systems. The PACER and WIZARD phone systems are designed to be complete contact center solutions. Features include predictive dialing, automatic call distribution (ACD), and interactive voice response (IVR).
Call center monitoring and voice recording can be an invaluable feature in your call center, helping you monitor agent performance while performing quality assurance tasks. Order entry verification and confirmation can be easily accomplished when your calls are recorded.
Digital message recording is also another means or media for your customers to communicate with you.
Database Systems Corp. introduced its digital call recording and retrieval system (DRRS) to enhance your call center performance by providing you with all of these recording functions.
Together with our CRM and CTI products, Database can provide you with a total solution.
Using our PACER call recording feature, call centers now have the ability to record and retrieve phone conversations in real time.
Administrators can selectively record specific agents, all agents, certain campaigns, randomly, or even provide an agent with the ability to record on demand.
Additionally, the recording option can be customized to meet virtually any set of business rules.
Finally, since our digital call recording system was developed by DSC, support is performed by just one vendor, not many.
Contact DSC for a FREE analysis and quote and to learn more about our call center monitoring systems.
Complete Phone Systems from $9,995
DSC now offers an affordable and expandable analog phone system that supports call recording with IVR and voice broadcast applications. This 4 line system includes our IVR Wizard software or comes optionally with our comprehensive IVR software development toolkit.
You can program your own system or we can provide you with a custom IVR or Voice Broadcasting application. These applications can be easily ported to our digital T1 IVR system (PACER) when your call volume requires a larger system.
DSC provides IVR software including our IVR wizard development tool for creating interactive voice response applications. This wizard guides you through each step when defining your IVR applications. This system can be easily upgraded with agent cards to support a small call center. Simply record your phone prompts and fill in the blanks. Telephone surveys can be put together in a logical and simple fashion.
Call Center Monitoring In CRM Applications
The PACER call center monitoring system is fully integrated with our award winning CRM Software, TELEMATION.
Voice recording is one of many features available within this product. Complete contact management, call history, order entry, literature fulfillment and call logging are just a few of the applications that can be managed using this call center software system.
Telemation campaigns can be developed with call recording enabled on a campaign wide basis as well as per individual agent. Plus Telemation lets you monitor in real time both calls and the data that appears on each agent's window. You can even coach the agent while a client is on the phone, with or without the client being aware of this process.
Voice Recording with IVR and Voice Broadcasting
Besides recording two way conversations during a normal call center phone interaction, the PACER call recording system can be used to record simple messages left by callers. Likewise, with our Voice Broadcasting System, the contacted party can be prompted to leave a recorded message after listening to a message left by the PACER IVR phone system.
This message recording feature greatly improves the productivity of your call center agents while adding flexibility to your calling campaigns.
Embed Call Recording In Your Applications
Recording and call monitoring features have been added to our Computer Telephony (CTI) Softphone and API library, allowing application programmers to embed call recording and retrieval features in existing PC, Linux/Unix, or Web applications. Call recording can now be a standard feature within any existing application that requires a phone interface.
You can obtain more information about this product by visiting our CTI Software web page.
Remote Agents and Call Monitoring
An important benefit of today's telecommunications advancements is the ability for your employees to work from home. Database Systems Corp. has developed a family of telecom products that facilitate and promote this capability. Our call recording system, combined with our PACER call center phone system, is an important tool for managing the performance of remote agents. Now your workforce can be significantly expanded with the addition of work at home employees.
The economic savings and environmental advantages are significant. To obtain additional information about our remote agent capability, you may view our Telecommuting and Remote Agents webpage.
Call Monitoring Architecture
- Embedded call monitoring systems within PACER phone system
- Voice recording software tied with our CRM software system
- Accessible from existing applications using our CTI application library
- Proprietary compression algorithm keeps WAV files small.
- Call recording systems Support Windows 95/98/ME/NT/2000 (for client side)
- Voice recording software accessible from Linux/Unix applications
Call Center Monitoring and Voice Recording Features
- Voice recording and retrieval systems
- Call center monitoring features
- Optimal recording quality and size for fast, easy retrieval
- Exceptionally large configurable storage
- Remote supervisor monitoring capability
- Complex search capabilities for call recording retrieval
- by date
- by time
- by date range
- by time range
- by agent
- phone number(s)
- by combinations of above
- by others
Call Recording Information
Contact DSC to learn more about our voice recording software and call recording systems.