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| Voice Logging - DirectVoice Call Logger |
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Ca.T.S. has installed a world class and ground breaking voice logging solution
with a mobile operator in Africa, leveraging their existing investment in an
interactive voice response system. The voice logging solutions integrates seamlessly
with the current IVR (Interactive Voice Response) system and their call centre CTI/PABX
solution, which is a third party solution. While the IVR system was implemented, developed,
installed and is supported by C.a.T.S.
C.a.T.S. has a propensity to do a thorough investigation of call centre elements existing
with a client and leveraging current investments to the full to benefit their client.
The voice logging solution is based and hosted on the IVR system, thus making use of the
current telephony interface infrastructure and switching configurations; hence no parallel work is required.
The solution also exists in Voice over Internet Protocol (VoIP).
Added to this, the voice logger is based on WebSphere Application Server (WAS) which allows for the
incorporation of WAS features to fashion a robust and telecommunications grade platform. Agent pickup
is detected by the call logger via JTAPI integration to the CTI server.
Johan Grobler, MD of C.a.T.S. stated, "It was important to us to product a product that is innovative,
easy to use and can leverage current investments made by our clients without systems running in parallel.
And obviously we had to differentiate ourselves and be very relevant in a very established market".
The system also comprises of a very intuitive and enterprising search module allowing easy and accurate
retrieval of recordings. Added to this, the user is presented with 3 modes of listening to the voice recording.
Johan Grobler continued, "Ease of access in terms of archived recordings was also a key element in the design
of the solution. We wanted an environment where a supervisor or manager could address queries in real time without
logging support calls or involving IT personnel."
The system also displays recordings in 2 wave patterns; one representing the voice of the caller and the other the
voice of the agent. Hence distinguishing between role players and recording interpretation is much easier.
Johan Grobler concluded, "We are very pleased with how easy the solution can be customized; on a network interface
level but also on an agent interface level. Hence the strength of the solution is the underlying architecture, design and
flexibility."
Product Brochure including an Overview, Features and Advantages, and Technical Requirements (1016 KB, PDF)
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