Complex Solutions for Call Centres

VOCORD CTI

Полный адрес статьи: http://www.vocord.ru/

Rapid development of telecommunication technologies strongly influences the building of business processes of modern organizations. A lot of companies create their own contact centres or use the services of outsourcing call centres.

In actual practice with the contact centre organizational management there appears the task of registration and analyzing operators’ communications. This is demanded in order to control and evaluate the activity of the contact centre staff, as well as to document the information. The registered data can be extracted from the archive and used, for instance, in cases of the loss of information transmitted in the telephone conversation, or when a report to the client is needed (in cases of an outsourcing contact centre).  Besides, many dispatching services by law require obligatory documentation of communications.

VOCORD CTI is a hardware-software system, designed for the building of a subsystem for monitoring, storage, and analysis of voice connections and other telematic contact centre information. VOCORD CTI allows connection to any types of the channels transmitting voice information, including digital lines and IP telephony.

Apart from the telephone conversation registration, the system also has capabilities for synchronously taking instant snapshots (screenshots) from the screens of the computers of operators. VOCORD CTI integrates with the contact centre database which allows to receive detailed information on the operator processing the call and the incoming call itself. These capabilities give the supervisor using VOCORD CTI a convenient tool for analysis and control of the work of the contact centre operators.

For outsourcing call centres VOCORD CTI is not only a way of raising the productivity of the work, but also a convenient tool for paperwork.  VOCORD CTI allows creating random or full reports on conducting advertising companies, telephone researches and other actions. Merely the presence of such a system in a contact centre raises its status and allows attracting new clients.

• Creation of the supervisor’s working environment;
• Recording full data about calls within an unlimited period;
• Documentation of information about operators’ working environment: saving screen copies during the calls, recording audio data and information about call attributes;
• Monitoring of any working place of a CS operator;
• Review and analysis of the reports on operators’ work;
• Control of the operators’ work;
• Interactive education and support of the operators;
• Operators’ work quality analysis;
• Statistical analysis of the work of the CS.

By means of specialized software installed on the workplaces, operators’ working screens are transmitted to the VOCORD CTI server where they are registered synchronously with audio data and other CTI information of the call centre. The supervisor can look through the working screens in real time as well as analyze the operators’ activity later.

Apart from analyzing the operators’ activity, VOCORD CTI has a possibility of watching and correcting operators’ work in real time, remotely getting control of the mouse and the keyboard on the operator’s workplace or sending him text messages. These functions are useful when the operators are supported during their education as well as when their activity is administered and controlled.

Together with other VOCORD CTI system functions video surveillance allows to evaluate the general atmosphere in the call centre rooms which also helps to raise the effectiveness of the contact centre work. Video data are registered synchronously with all other CTI and audio data.

All VOCORD CTI system servers are joined in a distributed system by TCP/IP network with single management and security policy, which allows building geographically distributed monitoring systems of any scale if the necessary communication channels are present.

VOCORD CTI connects to the telephone lines in parallel via non-destructive VOCORD ETAP branchers. Connection can be carried out both to external city lines and internal subscriber ones. During connection to IP telephones a span-port of a network commutator is used.

VOCORD CTI is compatible with PBX of almost all world-leading manufacturers:

• Nortel Symposium;
• Avaya CMS;
• Avaya IP Office;
• Siemens Hipath4000;
• Wicom 300;
• Ericsson NI;
• Cisco IPCC;
• and many others

Due to integration with PBX CTI port, VOCORD CTI can get additional call attributes: call ID, status, called ID, IP address, operator ID, operator name, group number etc.

• Audio data registration.
• Number registration for internal and external subscribers without fixing on operators.

• Video registration of the situation in the rooms with time synchronization.
• Control of the operators’ working screens.
• Audio processing functions (noise reduction, changing the playback speed without tone changing, speaker identification).
• Integration with CS information system.
• Interactive real-time help.
• Operator identification (matching the records of the audio conversations archive with the operators).

Parameter	Value
DBMS total capacity	Up to 10 mln records
Maximum archive capacity	32 Tbytes
Software environment	Windows 2000/XP/2003/Vista
Integration with applications of the telecommunication equipment manufacturers	TAPI 3.0, CSTA
Connection to the equipment	Non-destructive monitoring
Audio codecs	G.711, G.723, G.728, G.729a, G.729b, G.723.1, G.726; GSM-FR, -HR, -EFR, -AMR, -AMRWB
Power supply	(220 ± 22) В (ac), rate (50 ± 5) Hz
Working temperature	From 0 °C to +50 °C
Storage temperature	From -20 °C to +70 °C
Humidity	From 8% to 80%

• International certificate of conformity of the quality management system to the requirements of ISO-9001:2000.
• Test certificate on compatibility with telecommutation equipment Avaya.
• Test certificate on compatibility with telecommutation equipment Alcatel.
• Test certificate on compatibility with telecommutation equipment Ericsson.
• Test certificate on compatibility with telecommutation equipment NEC.
• Test certificate on compatibility with telecommutation equipment Nortel.
• Test certificate on compatibility with telecommutation equipment Siemens.
• Recommendation on using VOCOCRD together with Tadiran equipment.