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oak.co.uk Resolve Disputes Find calls quickly and email an extract of the call to your client to confirm contract details. Demonstrate Compliance For many organisations it is necessary to show that FCA rules have been followed. Monitor Quality Review calls to ensure that all clients have been dealt with professionally at all times. Improve Performance Work with staff to develop their telephone and telesales techniques. Share Share conference calls and online meetings with business colleagues. Play - Review calls visually within Oak’s media style call player. recordX award winning fixed and mobile recording for every business. recordX is a unified call recording solution that includes fixed line, mobile and VoIP recording in a single solution. recordX is designed to enhance your business by enabling you to deliver the best possible service to your customers. By recording all telephone orders or discussions, you can quickly confirm back to a customer what was agreed. This enables any disputes to be quickly resolved and for the customer to be retained for future business. It also means the avoidance of time-consuming litigation. recordX also works alongside your staff to help them develop their customer service skills as well as drive new sales through better telesales techniques. recordX meets the regulatory requirements defined by the FCA and by other regulatory bodies. It is also updated regularly to ensure that it continues to meet the latest regulations as and when they change. Users can securely access recordX both locally and remotely and review recordings that their security policy allows. recordX works with businesses and call centres of any size, as well as multiple sites, to deliver the maximum benefit at the most cost effective price. recordX is scalable from 4 to 480 ports per system. recordX Mobile Oak in conjunction with Voxsmart have produced a seamless integration to record Blackberry devices directly onto the recordX platform. A single user interface allows all call types to be viewed and played. + Modules recordX Call Recording & Evaluation recordX

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Page 1: Call Recording recordX & Evaluation · telesales techniques. Share Share conference calls and online meetings with business colleagues. Play - Review calls visually within Oak’s

oak.co.uk

ResolveDisputes Findcallsquicklyandemailanextractofthecallto

yourclienttoconfirmcontractdetails.

DemonstrateCompliance Formanyorganisationsitisnecessarytoshowthat

FCAruleshavebeenfollowed.

MonitorQuality Reviewcallstoensurethatallclientshavebeen

dealtwithprofessionallyatalltimes.

ImprovePerformance Workwithstafftodeveloptheirtelephoneand

telesalestechniques.

Share Shareconferencecallsandonlinemeetingswith

businesscolleagues.

Play-ReviewcallsvisuallywithinOak’smediastylecallplayer.

recordX award winning fixed and mobile recording for every business.

recordXisaunifiedcallrecordingsolutionthatincludesfixedline,mobileandVoIPrecordinginasinglesolution.recordXisdesignedtoenhanceyourbusinessbyenablingyoutodeliverthebestpossibleservicetoyourcustomers.

Byrecordingalltelephoneordersordiscussions,youcanquicklyconfirmbacktoacustomerwhatwasagreed.Thisenablesanydisputestobequicklyresolvedandforthecustomertoberetainedforfuturebusiness.Italsomeanstheavoidanceoftime-consuminglitigation.

recordXalsoworksalongsideyourstafftohelpthemdeveloptheircustomerserviceskillsaswellasdrivenewsalesthroughbettertelesalestechniques.

recordXmeetstheregulatoryrequirementsdefinedbytheFCAandbyotherregulatorybodies.Itisalsoupdatedregularlytoensurethatitcontinuestomeetthelatestregulationsasandwhentheychange.

UserscansecurelyaccessrecordXbothlocallyandremotelyandreviewrecordingsthattheirsecuritypolicyallows.

recordXworkswithbusinessesandcallcentresofanysize,aswellasmultiplesites,todeliverthemaximumbenefitatthemostcosteffectiveprice.

recordXisscalablefrom4to480portspersystem.

recordXMobileOakinconjunctionwithVoxsmarthaveproducedaseamlessintegrationtorecordBlackberrydevicesdirectlyontotherecordXplatform.Asingleuserinterfaceallowsallcalltypestobeviewedandplayed.

+Modules

recordX

CallRecording&Evaluation

recordX

Page 2: Call Recording recordX & Evaluation · telesales techniques. Share Share conference calls and online meetings with business colleagues. Play - Review calls visually within Oak’s

OPTIONS STANDARD PREMIUM ENTERPRISE

Store&BackupCalls

AutomatedSecureArchive 3 3 3

recordXTrunks(AllExtensions) USBSolution USBSolution PCIeSolution

PRI(ISDN30)/DASS2/SIP Upto30 Upto30 Upto480

BRI(ISDN2) Upto16 Upto16 Upto64

Analogue Upto8 Upto8 Upto64

Selectiverecording/deletion 7 3 3

recordXIndividualExtensions

Digital 7 Upto16 Upto64

Analogue 7 Upto8 Upto64

VoIP/IP 7 Upto100 Upto480

SearchforCalls

Notes 3 3 3

Date,Time,Duration,CLI,DDI 3 3 3

DialledNumber,Direction 3 3 3

Add&SearchFlags 3 3 3

Extension 7 3 3

Department(whenusedwithReport) 7 3 3

CRMandCustomerFields(requiresSDK) 7 3 3

OPTIONS STANDARD PREMIUM ENTERPRISE

PlayCallswithAdvancedMediaPlayer

Reviewmultiplecallsatthesametime 3 3 3

Reviewwholeorpartofacall 3 3 3

Speeduporslowdownplayback 3 3 3

ExtractallorpartofcalltoWAV 3 3 3

Emailcallextracttoclient. 3 3 3

Placemarkersincall&addlabels 3 3 3

AddsearchableNotestocall 3 3 3

Maskoutsectionofwhenexporting 3 3 3

ViewAudittrails 3 3 3

Viewandlistentocallslive 3 3 3

EvaluatecallsusingrecordXEvaluation 7 3 3

Integration

DChannel(CLI/DDI) 3 3 3

SMDR/Extension 7 3 3

CTI/CRM/DatabaseusingrecordXSDK 7 3 3

Security

FCAcompliant 3 3 3

Callsencrypted&tamperproofusing256bitAES 3 3 3

Userdefinedsecuritypolicies 3 3 3

Listentoown/departmentcallsonly 7 3 3

PCIDSScompliant-creditcard 7 3 3

MobileRecordingOurmarketleadingvoicerecordingsolutioncannowrecordmobiletelephonytraffic.ThisenablesorganisationsintheFinancialServicesindustrytorecordmobilecommunicationsinafullycompliantmanner,toensurethatusersadheretomarketregulationsandalsomeetFCA,MiFIDandBS10008standards.

Byscoringcallsagainstmanagerdefinedquestionnaires,bothqualityandperformancecanbemeasuredandusedasthebasisforbothimprovementsincustomerserviceandforrewardschemes.

•DesignCustomQuestionnaires

• CreateSampleCallSetsforEvaluation

•RunGraphicalReports

• IdentifyTrainingNeeds

• MeasurePerformanceImprovementoverTime

CallEvaluation

ThismoduleallowsManagersandSupervisorstocarryouttheobjectiveandautomatedevaluationofcalls.

SDKTherecordXSDKisanoptionalsetoftoolsanddocumentationthatenablessoftware/databaseengineerstointegrateexternalsystemswiththerecordXapplication.SystemsintegratorscanusetherecordXSDKtoforfillavarietyofbusinessrequirementsincludingPCIcompliance.TheSDKallowsthirdpartysoftwarevendorstoinitiatestart/stopcommandsallowingcustomerstocontrolwhichpartofthetelephonecalltherecordXsystemshouldrecordtherebyensuringsensitiveinformationisnotrecorded.

+Modules

callrecordingrecordX

OakisanISO9001:2008QualityAccreditedcompany.Formorethan25years,OakhaspioneeredthedevelopmentofCommunicationsManagementSolutionswhichenhancebusinessperformanceandimprovepersonalproductivity.

E&O

E2/12

oak.co.uk

recordXalsoworksalongsideyourstafftohelpthemdeveloptheircustomerserviceskillsaswellasdrivenewsalesthroughbettertelesalestechniques.

CallRecording&Evaluation

recordX recordX is the perfect solution for

every business.

Ourproductsprovidethebuildingblocksthatwillsupportyourbusiness-changingwithyouandwiththetimes.

CallLogging&ReportingCallRecording&Evaluation

integrated solutions for all markets TICVulcanHouse,PendefordBusinessPark

PendefordWV95HA

Tel:0333 006 3333 Email:[email protected]

www.ticcomms.co.uk


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