About DataLink
Call Recording systems can provide a unique opportunity to gather and use Business Intelligence from multiple systems in your business. Through proven connectivity SMARTCALL Call Recording solution can bring together information from your telephony platform and customer data from your CRM system. When combined with the call detail information produced by SMARTCALL customers can realise a unique holistic view of their tele-business operation.
Business Data Collection
SMARTCALL DataLink provides the interface between the call recorder, customers business systems and the Agent. DataLink runs at the agent desktop to provide recorder control, data and message exchanges and a portal for information entry. Designed for the call centre environment, DataLink is easy to configure and roll out and support both Windows and Citrix desktop enviroments.
SMARTCALL DataLink is the interface through which business intelligence is collected (tagging) to provide enhanced search and reporting capabilities. The business information is collected automatically from your business applications or through manual entry by your Agents. The information is then stored in the SMARTCALL Transaction store database with its associated call recording. Saved data is presented in OneView in one of eight customer definable fields formatted to suit your business .
Examples of typical business data collected:
- Agent name
- Campaign name
- Call outcome
- Policy number (for example)
- Account number
- Sales value
Controlling Recording
SMARTCALL Call Recording solutions are designed to start at the beginning of a call and stop at the end of the call automaticall without user intervention. There are however, business environments that require additional levels of control such as Record on Demand and Delete on Demand controlled manually by the user/agent. Automated stop, start and muting (for PCI compliance) caused by a third party application or an activity on the Agents desktop is also a common requirement. DataLink provides the tools and that allow full customisation of the Call Recording process to meet the exact requirements of your business.
Recorder control application examples:
- Record and Delete on Demand
- Automated Start – Stop controlled by Dialler applications
- Automated Start – Stop controlled by CRM applications
- Mute – Pause recording controlled through Agent Desktop activity
- Mute – Pause recording controlled through CRM or Customer Business application
DataLink provides SMARTCALL Call Recording customers with a tool that can deliver tangible business improvement and outstanding Return on Investment. Learn more about the latest call recording solutions.
