:::  RECORDING  :::

Global Forte has a new generation recording tool available for use with Contact Center. With this feature, users capture, store and access all caller-CSR interactions regardless of the call type (telephone, web chat, VoIP, e-mail, or voice messages and responses) making Contact Center a true multimedia recorder in a market still dominated by single media legacy equipment.

With recording Contact Center continues its tradition of technology and market leadership established. With an all-IP architecture, recording capability elegantly and simply delivers leading-edge recording capabilities (capabilities that are often complex and even awkward in legacy systems). Moreover, our open-standards technology brings customization capabilities not possible with earlier recording technology generations. Our Contact Center is an all-IP carrier-class system for service providers and large scale end users supporting multimedia customer interactions via all channels in one high-capacity, high availability and multi-tenant platform.
Benefits to Contact Center Users Benefits to Service Providers
  • Use recordings as an agent training tool
  • Log all calls regardless of agent location
  • Avoid costly, time-consuming integration by leveraging new generation technology
  • Improve customer service with information from recorded customer transactions
  • Retain unlimited caller sessions on standard storage devices
  • Access new leading-edge logging features, rapidly developed in an allsoftware product
  • Enhance your service offering with a leading-edge recording tool
  • Gain competitive advantage by offering innovative, integrated recording of telephone, chat, VoIP, e-mail and voice messages
  • Offer your customers secure access through a browser-based interface
  • Readily customize for service provider customers with open-standards architecture
Record all types of calls
  • Captures all agent calls, from any channel (e-mail and voice messages, chat, telephone and Internet voice) providing a complete record of all CSR-caller interactions.
  • Compresses audio calls in real time, reducing the size of stored wave files by over 700 percent.
  • Stores all sessions automatically in a centrally located database.
Store all call transactions
  • Uses SQL database for easy search and retrieval of call recordings.
  • Stores unlimited number of calls of any duration; storage is limited only by physical disk space.
  • Archives data permanently via any standard back-up medium (e.g., removable hard drive, ZIP drive, or optical drive).
  • Stores full transcripts of chat calls, including URLs of pushed web pages.
  • Stores complete thread of email interactions, including agent responses and forwarded mail.
Access all call sessions
  • Access sessions from anywhere with browser-based interface.
  • Search and select transactions to review based on agent name, call type or date range.
  • Review chats and e-mails with robust text-based tools that include chat transcript and e-mail thread management.
Review audio sessions with embedded media player (no software or hardware required).