Voice-Net: The Advanced Call Recording Application
PCI DSS and FCA Compliant Solutions for all telephony types and business sizes
A Quick Guide to Call Recording
Call Recording Overview
Smartcall Voice-Net is a call recording solution for 5 to 5,000 users and is available as software only or as a complete solution including server hardware. Designed and built using Microsoft technology, Voice-Net recorders operate in standard network environments and run on standard server platforms including VMware.
Voice-Net recorders have connectivity with the widest range of telephony and UC platforms and provide call recording for VoIP and TDM based systems. The choice of leading organisations, Smartcall Voice-Net recorders are secure (all recording are 256bt encrypted) and are FCA compliant and PCI DSS compliant. Smartcall Voice-Net recorders are used by SME’s with a basic recording requirement through to multi-site enterprises requiring CRM integration and centralised storage.
Smartcall Voice-Net recorders provide all of the features required by organisations whose businesses are regulated by the FCA, including those mandated by the latest European standard MiFID II.
Recordings made using Smartcall Voice-Net systems are 256bt encrypted, user access is restricted through roles based security and all replay activities are logged to an Audit trail. Recordings can be archived to multiple locations to ensure they are available for 5 years as specified by the latest FCA compliance regulations.
Search & Replay Call Recordings
Finding and playing recordings is quick and efficient using the intuitive Smartcall OneView browser interface. Users are provided with a wide range of criteria to allow specific recordings to be located and played. Easy to use, Smartcall OneView has a host of features designed to enable users to manage large volumes of recordings and through role based security and an audit trail of user activity, control access to recordings.
Integration between Voice-Net call recording software and customer CRM systems is achieved using the Smartcall Voice-Net API. The API is provided with sample code to ensure easy integration. The Smartcall Voice-Net API provides a range of functions to allow the recording process, including Muting for PCI DSS compliance, to be controlled by a CRM system, while information related to the call being recorded is provided for storage in the customer records. Likewise the API enables customer information from the CRM to be stored in the Voice-Net database for enhanced searches based on business data. For example customers may be found by name or policy number.
PCI DSS Compliance
Smartcall Voice-Net call recording solutions provide a broad range of feature options to enable PCI DSS regulated organisations to achieve and maintain compliance. Smartcall recorders, including VoIP recording software, provide a range of tools that “mute or pause” the recording process while sensitive card data is taken. The muting process can be controlled using the easy to install Smartcall Intelligent Desktop software or through integration with customer CRM systems using the Smartcall Voice-Net API.
Quality Monitoring and Agent Assessment
Agent training and performance feedback are often cited as key factors for optimising call centre performance and call recording is a key component in the agent monitoring process. Smartcall Voice-Net Assessor is designed to provide call centre managers with comprehensive tools to manage the agent assessment process.