TxRecord captures the call for any purpose, whether it is to ensure quality customer service, to avoid any counterfeit law suit or to collect valuable information from the customers over an automated support line.
Call recording has become very important in the present day business centers. Calls need to be recorded for training and ensure efficient agent interaction, or need to be recorded by law, for liability purpose and for healthy customer relationships. TxRecord provides advanced yet affordable call recording software solutions for all your business requirements. It is a promising solution to ensure quality recording for small or large, local or global organizations.
Support over wide range of PBX and phones
Works on wide range of PBX, Avaya or any SIP based PBX. Supports SIP, IP and TDM based recording. ISDN and SIP calls can be recorded independent of the PBX, saving the licensing cost of monitoring the skill and phone extensions on the PBX.
Easy management and control
TxRecordView© web based management tool, provides simple GUI, making configuration and management easy for you. It provides options to setup Recorders and File servers remotely. Easily manage users and agents with import tools. Customizable assessment forms and report for every application.
Analyze and Assess calls
Contact center can make use of assessment feature provided by the TxRecordView© for training as well quality assessment. The reviewer can assess calls of agent; fill review form which lists all the performance parameters for a particular application. The reviewer can listen to the agent’s recordings and enter the score in the score card. The status of the agent’s performance can be evaluated from the scores obtained.
Unmatched Scalability
Without any downtime, add on any number of ports, transparently and across multiple contact center locations. TxRecord can also handle unlimited call volume for a given port density. TxRecord has a modular design that helps to add or remove recording servers or file servers without any downtime.
Redundancy and fault tolerance
Multiple TxRecord instance can load balance under any situation of failure, avoiding single point of failure. Distributed rule-based storage options also provide the administrator with unlimited flexibility. It is also capable of uninterrupted recording even if it loses connectivity to the database or file servers for a prolonged time. Its fault tolerant architecture also ensures reliable file transfer and storage. Specialized re-routing logic for seamless integration of multiple recording server devices.
Recording Conversation
TxRecord can be configured for 100% recording as well as for on demand recording. You can ask TxRecord to record all calls, record on demand or record call depending on criteria set up based on schedule, customer, agent, skill or even at random.
Playing back and Retrieve the recording
Recording can be streamed avoiding the need to download every time you need to hear it. The recording can also be downloaded, in case you need to share it with others. You can play recording using standard media players such as Windows Media Player.
Search for similar calls
You can quickly retrieve all calls matching certain criteria. TxRecord stores various aspects of the call (call time, date and caller ID) to enhance your documentation and retrieve calls with the advanced search tools. Search criteria can even be saved to make your routine and frequent search an ease.