Key Features:

Open architecture

SpeechLog server is built using standard computer industry hardware components and runs under the Windows environment. This solution provides a flexible and cost- effective platform, that allows for future scalability.

User friendly interface
SpeechLog's graphical user interface enables users to access the solution's features easily, and allows them to identify calls and play them back quickly.

Secure & reliable
SpeechLog's design provides a high level of security and reliability to guarantee accurate recording. It ensures that the files are backed up and stored in a safe, fast and confidential manner.

Extension number detection
The system can trace the extension that placed the call or the one that received it, enabling the system to be connected to the CO. lines of the PBX, but at the same time providing information about internal extensions.

Advanced archiving capabilities
SpeechLog includes an indexing system for managing the archive library and quickly locating the media containing the required recording.

Flexible recording modes
SpeechLog can record all calls or selectively by choosing a certain extension, randomly (for general quality assurance purposes) or on demand.

Real time monitoring
Calls can be monitored while the conversation is taking place. This is easily achieved by simply selecting the line to be monitored.

Caller ID / name support
Caller names and numbers are displayed with each call, enabling quick location of calls and the source of each call, for easy identification of call source.

Protection of important calls
Important calls are marked and protected from accidental deletion.

Web browser accessibility
Enables authorized users to access SpeechLog recorded calls and settings through a user-friendly web-based interface.

ACD connectivity
SpeechLog interfaces to ACD's/ call centers and provides additional agent and ACD information.

Features
- Visual and audio alarm
- Advanced customizable reporting
- Support for redundant systems
- Client / server support
- Support for account / transaction code
- Online channel status display
- Important calls classification
- Selective recording of extensions / trunks
- Channel re-naming
- Sorting by column when searching
- Support for caller ID, DTMF / FSK
- Search criteria includes:
* Incoming calls by time and date
* Specific telephone number
* Specific DTMF dialed digits (stream) or code
* Abandoned calls
* Transaction Number
* Channel number or ID
* Called number
* Calling number
* Call type (incoming / outgoing)

Technical Specifications

Inputs
Analog: Telephone lines, PBX EXTENSIONS.
Digital: Telephone lines, E1, ISDN PRI and BRI.
Digital extensions: Wide range of PBX's and ACD's supported.
Radio Channels.

Capacity
4-128 Channels / Server. Expandable by networking servers up to thousands of channels.

Recording storage
Unlimited, depends on the size of hard disk or network storage.

Archiving storage
Single or dual DVD-RAM drives (9.4 GB-4.7/SIDE) or Network based DVD RAM jukebox.

Digitization
24 Kbps, 16 Kbps compression, optional 13.3 Kbps compression.

Recording trigger
Continuous, On-Hook, VOX, CTI, DTMF, channel, Caller ID, Caller Name.

GUI interface
Arabic / English (other languages optional).

Audio output
External speakers, Headphone, remote playback.

Alarm notification
Dial out alarm, Network alarm.

Operating System
Windows NT / 2000.

PBX interface
SMDR / CTI output from PBX (optional).

 

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SpeechLog

Agent Evaluation & Screen Capture

* Agent Evaluation

The Agent Evaluation feature is a facility to allow a call center staff to assure the call quality of the call center agents. The tools included in the Agent Evaluation feature entail form designer to create agent evaluation forms, the scheduler to mark calls in the system for evaluation, and user reports to gauge and track the performance and efficiency of the call center groups and agents. All together, these components comprise the Agent Evaluation functionality of the SpeechLog system.

Agent evaluation view functionality will allow existing evaluations on an agent to be reviewed by a supervisor of the same group or the evaluated agent. The View Evaluation functionality differs from the Evaluate Call functionality in that the evaluation is displayed and cannot be modified. In addition, the scoring control only displays the evaluated score and the Form Title Line, displays the supervisor that evaluated the agent.

There are two types of Agent Evaluation reports:

- Agent Reports
Used to analyze the performance of agents and groups, in two types:
* Agent results summary report
This report can be generated for the selected agents or groups to view the overall scores of agents and the number of evaluations they received during the periods selected for the selected evaluation form(s). If multiple evaluation forms are selected, the score will be calculated as an average for the selected forms.
* Agent results detailed report
This report shows the agent or group's average score and the number of times scored for each of the scoring criteria in the evaluation form selected. This allows the supervisor to identify specific areas of strength or weakness in the agent's performance.

- Evaluator Reports
Used to analyze the performance of evaluators, in two types:
* Evaluator results summary report
This report is similar to the agent results summary report, except it shows the average total scores given by evaluators.
* Evaluator results detailed report
This report is similar to the agent results detailed report, except it shows the average score given by evaluators for each scoring criteria in the form selected.

 

Trending option
For all the reports, trending is available. This option would divide the period selected into weeks or months upon the users selection, and show the scores accumulated for each period within the overall selected period. This trending option allows the user to analyze the behavior of the agent or evaluator performance across the selected period of time.

* Screen Capture

Screen Capture helps to capture the agent's actions and desktop activities. The screen capture and audio file play back occurs during an evaluation session where an evaluating supervisor can view the agent's desktop and listen to the agent's conversation while performing the evaluation. All screen recordings can be saved and replayed back simultaneously or independently.

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