Enterprise Call Recording

Enterprise Call Recording with Analytics for
ON-PREMISE & HYBRIDS

Enterprise call recording provides a full-fledged, resilient and tamper-proof Voice Recording infrastructure designed to meet the day-to-day challenges of contact centers. Suitable across multiple industries ranging from and beyond financial trading rooms, customer service centers, to public safety control centers, the enterprise call recording solution provides you with a reliable and resilient call recording solution across an enterprise environment. The Veriva SentinelPRO model that offers scalability from 24 agents to a maximum of 384 in total, is an enterprise recorder that provides call centres with a full-fledged solution. Understanding that enterprises have different corporate requirements in contact centre operations in terms of balancing cost with loyalty and satisfaction, Veriva SentinelPRO’s interaction recording allows businesses to measure key indicators appropriately. Critical measurements such as agent and contact centre performance based on Average time per call, customer satisfaction rating and First Contact Resolution (FCR) are offered in SentinelPRO model as options. Veriva SentinelPRO offers call centres bespoke modular options depending on an organization’s specifications.

 

Veriva SentinelPRO Features

  • Stand-alone 19” (4U) rack mount chassis hardware;
  • Customizable auto detection via Vox or PBX Events to start and stop recording;
  • 24 to 384 channels (Analog/Digital), or 30 to 480 channels ISDN /BT Megalink;
  • Optional Call Centre Modules;
  • Online Archive Storage of 70,000 hours as standard with optional RDX storage;
  • Independent system health alerting module with netsend & email capabilities;
  • Continuous and schedule recording functions with synchronous and sequential playback functions;
  • Detail Call Recording display with Caller ID (Telco dependent), Call direction, Agent Name, Colour Flags and Tagging for easy retrieval;
  • Reporting Tools with Daily, Weekly or Custom Settings;
  • Upgradeable storage, RAID 5, Hot Swap, RDX archiving etc.

Veriva SentinelPRO Product Information

Product ModelSentinel PRO
Product VersionProfessional
System Platform
System Hardware (Optional)4U - 19'' Rackmount Chassis
(3 PCI/PCI-e Slot)
Operating SystemWindows 7 Pro, Server 2012 R2
Minimum Channels24
Maximum Channels384
Hard Disk RAID availableYes
Online Storage Capacity (hours)70,000
Standalone one unitYes
Required add-on computer for accessNo
Archive Storage MediumRDX, Network Storage
Line Interface Type
Analog PSTNYes
Digital PABX ExtensionYes
ISDN E1Yes
PCM 30Yes
VoIPNo
H.323No
SIPNo
Compression Algorithm Employed
Multiple algorithms supported?Yes
Compression Algorithm SupportedMS GSM as standard (option available for G.711,G.723,G.729A)
User Selectable Algorithm?Yes
Default Compression Algorithm UsedMSGSM
Default Compression Ratio13 Kb/s
Channel Name CustomizationYes
Interface Type for User Control
(*Optional - Not included in Price)
Monitor,Keyboard & Mouse
User Administration CreationYes
Recording Mode Trigger
Line Activity (VOX)Yes
Off Hook DetectYes
Ring tone DetectYes
Continous RecordingYes
DTMF DetectYes
Caller ID DetectYes
Relay ContactYes
On-Demand RecordingYes
Schedule RecordingYes
Search & Retrieval Criteria
Dialed Out Number (DTMF)Yes
Analog Incoming Caller IDYes
Start Date & TimeYes
Call DirectionYes
Call DurationYes
Caller ID for ISDNYes
Caller ID for Digital PABXYes
Transaction IDYes
User FlagsYes
Agent Login NameYes
User CommentsYes
Remote Client Access Software
Remote Network AccessYes
Call Centre Agent Log-InYes
Screen CaptureYes
Multiple Channel PlaybackYes
Total Synchronous Playback Channels4
Total Sequential Playback ChannelsYes
Variable Speed PlaybackYes
Variable Pitch PlaybackYes
Live Monitoring on LocalYes
Live Monitoring Access NetworkYes
Reporting ModuleYes
Audit TrailYes
Security LogYes
Email Alert for AlarmsYes
Audible Alarms
Application HangYes
Line Interface Board FailureYes
Activity Threshold ExceedeYes
Hard Drive Impending FailuresYes
Archive Drive FailureYes
Alarm Outputs InterfaceYes
Instant Alarm Popup across networkYes
Other Features
Agent EvaluationNo
Quality MonitoringNo
Comment Field for each callYes
Synchronize Screen & Audio PlaybackYes
SDK/CTI Interface CapabilityYes