server (sccs) and cisco*: call manager and call … · ... meridian, communications server 1000,...

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Integrated IP Voice Recording Solutions Business without boundaries With BT’s IP Voice Recording solutions you can keep track of customer contacts so that you always have the facts to refer to if ever there’s a query or a dispute about ‘who said what?’ Our solutions integrate powerful voice recording software with a secure, converged IP voice and data network and optional IP Contact Centre. You don’t have to worry about product selection, design, integration or ongoing performance. BT can take care of everything, leaving you free to concentrate on your customers. Compatible with Nortel*:Meridian, Communications Server 1000, and Symposium Call Centre Server (SCCS) and Cisco*: Call Manager and Call Manager Express Benefits With BT’s integrated Voice Recording solutions you can: Be more confident about transacting more business over the phone, such as taking direct debit instructions Provide proof to support verbal contracts Clarify situations where lives, reputations and businesses are at stake Monitor individual agent performance and identify the need for training Identify and resolve missed opportunities or system inefficiencies Deal effectively with threatening and abusive calls Quickly resolve minor disputes with customers and suppliers Meet compliance or regulatory obligations to maintain permanent records of your transactions Reduce paperwork and provide a more convenient way for customers do business with you Outsource the whole voice recording application to an expert. BT will proactively monitor the application and its server to provide a continuous voice recording service. How it works Voice Recording is offered as part of a managed IP telephony and/or IP Contact Centre solution. We can take care of everything, leaving you free to concentrate on your core business. Is it for you? Verbal transactions can sometimes be misunderstood or misinterpreted. Certain activities such as debt collection, order processing and high volume storage and archival applications can expose your business to high levels of risk and potential fraud. Service quality monitoring is now an essential requirement for contact centres. In some industries, compliance issues and data protection legislation call for permanent records to be kept of all financial and contractual transactions. With BT’s integrated voice recording solutions, you can track all telephone contact so that there is never any doubt about ‘who said what?’. If any of the following issues apply to you, BT’s integrated Voice Recording solutions can help. • Meet deregulation requirements in the utility industries • Provide evidence of compliance with telco competition rules • Verify and track the sales of direct insurance, financial, travel and leisure products • Verify telemarketing/telesales financial transactions • Provide an audit trail of all call centre transactions 1 of 2 We will work with you to identify your objectives and requirements – and develop, agree, own and implement the design according to an agreed project plan. We take in-life ownership of changes and performance and offer a range of management service options to complement or substitute in-house management of your entire network. Our IP Voice Recording solutions deliver enterprise-wide contact recording that will record the content, timing and details of any voice call. The solution can be scaled to accommodate large call centres and data can be accessed from a PC (via a LAN) or direct from the recording platform. Key features Bulk and on-demand recording. On- demand allows calls to be recorded from the start of the call, irrespective of when triggered Archiving to offline media such as DVD- RAM with full media tracking. A user will be told to insert a numbered disk or the data can be written to an alternative file storage system No limit to the number of concurrent record-on-demand sessions Enterprise replay (audio is streamed using low bandwidth codecs) with secure access through Windows NT authentication, audit trail, stereo display and WAV file export Full audit trail of activity for monitoring replay abuse. Network *Certain version restrictions apply please contact your BT account team

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Integrated IP Voice Recording SolutionsBusiness without boundariesWith BT’s IP Voice Recording solutions you can keep track of customer contactsso that you always have the facts to refer to if ever there’s a query or a disputeabout ‘who said what?’ Our solutions integrate powerful voice recording softwarewith a secure, converged IP voice and data network and optional IP ContactCentre. You don’t have to worry about product selection, design, integration or ongoing performance. BT can take care of everything, leaving you free to concentrate on your customers.

Compatible with Nortel*:Meridian, Communications Server 1000, and Symposium Call Centre Server (SCCS) and Cisco*: Call Manager and Call Manager Express

Benefits

With BT’s integrated Voice Recordingsolutions you can:

• Be more confident about transacting morebusiness over the phone, such as takingdirect debit instructions

• Provide proof to support verbal contracts

• Clarify situations where lives,reputations and businesses are at stake

• Monitor individual agent performanceand identify the need for training

• Identify and resolve missedopportunities or system inefficiencies

• Deal effectively with threatening andabusive calls

• Quickly resolve minor disputes withcustomers and suppliers

• Meet compliance or regulatoryobligations to maintain permanentrecords of your transactions

• Reduce paperwork and provide a moreconvenient way for customers dobusiness with you

• Outsource the whole voice recordingapplication to an expert. BT willproactively monitor the application andits server to provide a continuous voicerecording service.

How it worksVoice Recording is offered as part of amanaged IP telephony and/or IP ContactCentre solution. We can take care ofeverything, leaving you free toconcentrate on your core business.

Is it for you?Verbal transactions can sometimes be misunderstood or misinterpreted.Certain activities such as debt collection, order processing and highvolume storage and archival applications can expose your business tohigh levels of risk and potential fraud. Service quality monitoring is nowan essential requirement for contact centres. In some industries,compliance issues and data protection legislation call for permanentrecords to be kept of all financial and contractual transactions.

With BT’s integrated voice recording solutions, you can track all telephonecontact so that there is never any doubt about ‘who said what?’.

If any of the following issues apply to you, BT’s integrated VoiceRecording solutions can help.

• Meet deregulation requirements in the utility industries• Provide evidence of compliance with telco competition rules• Verify and track the sales of direct insurance, financial, travel and

leisure products• Verify telemarketing/telesales financial transactions • Provide an audit trail of all call centre transactions

1 of 2

We will work with you to identify yourobjectives and requirements – anddevelop, agree, own and implement thedesign according to an agreed projectplan. We take in-life ownership of changesand performance and offer a range ofmanagement service options tocomplement or substitute in-housemanagement of your entire network.

Our IP Voice Recording solutions deliverenterprise-wide contact recording that willrecord the content, timing and details ofany voice call. The solution can be scaled toaccommodate large call centres and datacan be accessed from a PC (via a LAN) ordirect from the recording platform.

Key features

• Bulk and on-demand recording. On-demand allows calls to be recorded fromthe start of the call, irrespective of whentriggered

• Archiving to offline media such as DVD-RAM with full media tracking. A user willbe told to insert a numbered disk or thedata can be written to an alternative filestorage system

• No limit to the number of concurrentrecord-on-demand sessions

• Enterprise replay (audio is streamed usinglow bandwidth codecs) with secure accessthrough Windows NT authentication, audittrail, stereo display and WAV file export

• Full audit trail of activity for monitoringreplay abuse.

Network

*Certain version restrictions apply please contact yourBT account team

Offices worldwide

The telecommunications services described in this publicationare subject to availability and may be modified from time to time.Services and equipment are provided subject to BritishTelecommunications plc’s respective standard conditions of contract.Nothing in this publication forms any part of any contract.

© British Telecommunications plc 2005Registered office: 81 Newgate Street, London EC1A 7AJRegistered in England No. 1800000Produced by BT Global Services

Designed by H&P Graphics Limited

PHME 47972/07/05

Contact & Further InformationVisit www.bt.com/cs/network

Still need to know more?Talk to us about Integrated IP VoiceRecording Solutions and how we can helpyou pull together all the building blocksfor convergence.

• Call Convergent Solutions on Freefone0800 389 4848 Quoting 47972

• Talk to your BT Account Manager

• Visit www.bt.com/convergentsolutionsfor anything else in our portfolio Tell us if this datasheet was useful or how we canmake things better [email protected]

TelephonyNetwork ServiceFlexibleWorking

CustomerContact

2 of 2

Why BT?

We have the capability to deliver andmanage the whole solution

• BT is a principle supplier of businesscommunications and is one of themarket leaders in system sales andservice provision

• We are a one-stop solutions shop – fromtelephony to data, infrastructure tomobility, be it a small office businesssystem to a fully converged solution;packaged applications or managedservices

• Our expertise covers everything you need:

– from the cabling under your feet to theapplications on your desk

– from consultancy, systemsdevelopment, installation through tomaintenance, technical support andaccount management

• We offer a complete and consistentservice wrap, with a service portfoliospanning the life of your solution

• The public network – the infrastructurethat runs to virtually every householdand business in the land – is built,evolved and maintained by BT. Othercompanies may provide you with voiceand data services. But they all dependon the integrity of a network built by BT.So who better to rely on?

• We can offer you a tangible localpartnership for ownership andaccountability, and a nationalpartnership to ensure true scalability

• BT has teamed up with world-classsuppliers to give you access to thewidest range of quality products andservices – from systems integration andlogistics through to product development,technical support, customer service andsales & marketing support

• BT has been awarded Gold Partnershipstatus by Nortel, Cisco Systems andAvaya – proof that we meet and exceedthe standards set by the world’s topcommunications companies.

Service and support

We invest in premium skills and back-upour teams with intelligent systems,efficient processes and an extensiverange of services to last a lifetime inbusiness – from telephone advice linesand online support through to fullbusiness continuity for risk managementand disaster recovery.

Plus lifelong support for your solution

• Single point of contact through sevenspecialist service centres (SSCs)

• One of the largest field networks of anytelecoms supplier: more than 2,000engineers nationwide, meaning back-upwithin an hour’s drive of any BTcustomer site*

• On-board system diagnostics and remotefault fixing, to enable on-the-spotresolution of minor technical problems

• Consultancy, project management,development, networking and installation

• Telephone and web-based supporthelpdesks

• Managed services including systemsconfiguration and administration

• Business continuity services, includingdata back-up, security audits,healthchecks and disaster recovery.

*Response times dependent on suitable maintenancecontract

Flexible maintenance contracts

Eight-to-five, or around the clock, allyear. We have the service deal to matchthe way you do business.

StandardCare8am to 5pm, Monday to Friday, with anext-day response time for faultsreported before 5pm

PromptCare 8am to 5pm, Monday to Saturday, with afour-hour response time from the time afault report is received

TotalCare24 hours a day, seven days a week, allyear, with a four-hour response timefrom the time a fault report is received