mivoice call recording presentation

MiVoice Call Recording &

Quality ManagementCustomer Presentation

NameTitleDate

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.

Meeting AgendaTrends And Challenges

The Right Solution

The Right Partner

Next Steps


What You Should Know About Interaction Recording & Quality Management

Record, search, identify and resolve customer disputes to improvecustomer service and employee productivity with MiVoice Call Recording

RecordingsCapture calls as a digital

audio file, or voice document

Voice Documents Are self-contained authentic

recordings that can be enhanced using markup

tools

SecurelyStore recordings with

retention and user access tightly defined & logged for

auditing

Quality AssuranceAdvanced capabilities enable support of best practices, employee

development and compliance

Trends and Challenges

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Trends and Challenges

Combining Recording with analytics

Lack of data integration inhibits the customer experience and role-based insights

Workforce Optimization and integrated applications


Creating Value Through Your Interaction Recording SolutionIncrease Collaboration•Individually, voice documents increase the pace and accuracy of teamwork

•Information received by telephone is instantly sent to coworkers

•Coworkers receive original information, not summaries filtering out key details

•Markups and notes speed attention to points of interest

Create Business Intelligence•Collectively, quickly find groups of information

•Retrieve by descriptive data

•Retrieve by spoken phrase


What This Means For Your Business

Improving Customer experience and employee productivity

Insight in business health and performance

Gain of customer understanding


Obstacles That Impede Call Recordings

ExternalRegulations• Payment Card Industry Documentation and Support

Services (PCI-DSS)• Health Insurance Portability and Accountability Act

(HIPPA)• The Sarbanes-Oxley Act (SOX)

Increased monitoring and analytics• Voice recordings with sales

InternalMonitoring, Training, Motivating • How do I motivate my employees (managers &

employees)?• How can I best eliminate / reduce churn?• Do I have the right technology to monitor and properly

train employees?

Find & Fix Quality Gaps• How can I leverage my applications to make the most

informed decision?• Ability to generate reports to drive actionable insights? • Shared data?• Flexibility, adaptability, reliability?

Call Recording Challenges


Why You Should Record

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• Key industries must document their telephone calls

• Banking, financial trading, insurance, collections, emergency response…

• Contact centers need management tools

• Process auditing, dispute resolution, best practices identification, training, evaluations and outcome management

• Virtually any company can benefit from call recording by gaining access to all interactions

• Think of Voice Documentation like email…you store them all, right?

• Capture 100% of interactions to increase transaction value

The Right Solution

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Documenting Your Customers ExperienceContact Centers typically have one of three basic requirements:

1. Record everything to the business2. Record everything on certain phones3. Selectively record only certain calls

• Our solution filters calls by many combined criteria:*Extensions, ACD groups, ACD agents, ANI, DNIS, DID, account code, duration, direction, random %

and more

• Filters work across call states such as transfers, holds, etc.

• Recording can be turned on and off during the call to exclude “do not record” phones like executives

• Recordings triggered late in the call benefit from “look back recording” and the entire call is recorded

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Almost any scenario can be recorded precisely as targeted using a combination of filters

*Depending on PBX


Technology Integration

• Many contact centers require systems integration for efficiency and tighter process control• PBX info in recordings, links from ACD to recordings, links from CRM (salesforce.com or Microsoft Dynamics)

to recordings, agent info from ACD or Dialer in recordings, etc.

• MiVoice Call Recording includes various standard integration tools at no charge• Desktop .NET API, Web playback links, Web Services

The solution is a completely integrated component within contact center infrastructure

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Contact Center Requirements: Security and Data Integrity

• Patented PVD technology offers the highest level of security• Record, store and organize telephone conversations and, optionally, associated

screen activity on a central, secure network repository

• All access provided via encrypted streaming

• Sharing is done through link distribution, not file transfer

• Multiple levels of information access• Restricted Information Access: Call access limited by a combination of call data

and filters and further restrictions, such as the ability to share calls, can also be assigned…. On an as-needed basis!

• This can include extensions, ACD groups, ACD agents, ANI, DNIS, DID, account code and more

• Variable Data Lifecycle Management• Customized call storage, staging and purging based on a variety of criteria, such as

account code, extension, caller ID and other forms of user data

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Security and Data Integrity• If voice recordings are to be used as legal evidence, their authenticity must

be verifiable• Digital audio files can be easily edited and altered using modern technology, and

are therefore not considered intrinsically authentic

• MiVoice Call Recording solutions embed with a unique proprietary digital signature into each voice document verifies call integrity and authenticity

• Users can verify authenticity with the click of a button through the standard user interface

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Value

Harness The Power Of A Robust Call Recording Platform

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• Capture the full interaction (tone of voice, pauses, etc.) to verify exactly what was said and by whom, eliminating miscommunication errors

• Ensure operational efficiency by sharing information quickly, seamlessly and securely without the need to transcribe

• Minimize liability risk and ensure regulatory compliance by documenting phone-based transactions

• Gain insight into how customers are being treated, identify areas for improvement

Key Capabilities• Creates digital media documents from business telephone calls

• Utilizes patented Portable Voice Document (PVD™) technology

• Centrally stores voice documents on a secure network repository

• Provides the ability to organize, retrieve, playback, annotate and share voice documents

Value


Enable Confident Decision Making with Quality Management

• Increase revenues by sharing/promoting strong sales techniques and reducing negative practices

• Better understand customers, evaluate performance and reinvent procedures and metrics to maximize employee productivity

• Promote revenue protection, avoidance of penalties, fees and negative publicity

Value

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Key Capabilities

• Same core feature set as voice recording, but with advanced capabilities for quality assurance, real-time coaching and personnel development

• Integrated live and automatic call monitoring based on business requirements with tools to pause, rewind, fast forward, IM (coach), evaluate and tag interactions on the fly

• Desktop video recording to audit PC use during calls (premises-based solutions only)

•Employee evaluations and quality reporting for proactively developing personnel and monitoring service using targeted, customized appraisal forms against both completed and in-progress calls


Capture One Hundred Percent of Interactions Taking Place In Your Business

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Value

Key Capabilities

• Record the entire screen interaction to identify issues

• Reconstruct entire interaction to quickly resolve customer disputes or allegations

• Generate supplementary evidentiary record of employee actions to help resolve disputes

• Use recorded interactions to identify best practices, train and improve knowledge retention

• Reveal previously overlooked areas for improvement and providing additional opportunities to train using real-world examples

• Review recordings to ensure employees are not only saying the right thing, but doing the right thing


Find What You Are Looking For When You Need It

Value

Key Capabilities

• Identify calls and spot key phrases

• Phonetics based audio search engine

• Spotted words can be stored with recordings for quick search and trend spotting

• Supervisors can monitor, coach or Instant Message

• Quickly identify what your customers and employees are saying

• Identify key trends taking place within your business to improve your customer strategy

• Playback calls, find issues and improve first call resolution


Deploy Your Solutions That Fits Your Business Model

• MiVoice Call Recording Appliance: Off-the-shelf, rack-mountable 1U appliance• MiVoice Call Recording Servers: Built-to-order servers with advanced fault

tolerance and data protection capabilities

Integrated Solutions

• Available on a per-port, per-application basis• Developed to meet VMware standards and certified VMware Ready• Reliably interoperable within a VMware vSphere™ environment

Software Only Solution


Cloud-Driven Solutions

• Dial tone and call distribution delivered to customers via the cloud using MiCloud Enterprise UCaaS

• Calls are recorded and stored in the cloud

• Users at customer premise can access cloud-based Voice Documentation platform to search for calls

• Users stream calls to their local desktop via cloud architecture

The Right Partner

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MiVoice Call Recording Delivers Measurable Value

Reduce personal calls during business time

Gain customer insight to create actionable plans to improve the customer experience

Find inaccuracies, reduce entry errors and mitigate revenue lost

Use recorded interactions to reduce onboarding training time by as much as 25 percent


Transform Your Business Record, search, identify and resolve customer disputes to improve

customer service and employee productivity with MiVoice Call Recording

Mitigate Risk Improved Customer Experience Faster ROI

23Confidential

Schedule a ROI Demo Today

Appendix

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