Swan’s Call Recording Solutions

Businesses should not overlook call recording technology – the benefits can be huge in terms of enhanced customer service and cost savings.

The range of uses to which call recording is now being applied has expanded greatly. Users can now opt for solutions that record 100% of calls – essential in businesses that need to record calls for legal or compliance reasons. For example where financial transactions are conducted over the phone and the fire, police and ambulance services where there is a public liability issue. Other sectors, medical for example, are bringing in new working practices that demand call recording where health advice is imparted by phone.

The functionality of call recording solutions today goes beyond the simple recording of calls. With products such as Callview Replay Server from Swan Solutions, you can now automatically analyse what is going on in calls: from assessing the effectiveness of call handling scripts, to identifying customer service trends or spotting product mentions in calls.

Until recently call recording solutions for the small-medium sized enterprise (SME) market have been limited. However , highly cost effective entry points to the technology and applications, without any functional compromise are now available for all sizes of business.

Call recording has therefore become a strategic business tool, enabling organisations to address their regulatory and business demands. Just take a moment to think how your business could benefit by analysing the interactions and transactions that go on every day between your staff, customers and partners.

Imagine also being able to integrate call recording capabilities with call cost analysis and management information tools, to see just how much time and money each of your customers is costing you in support and then measure that against their sales turnover. Alternatively, use this feature to monitor the success of outbound sales and marketing campaigns.

In response to the growing demand for call recording functionality Swan Solutions has introduced Callview Replay Server. This latest addition to the Callview CTI suite offers a highly functional, cost effective, and low risk call recording solution for the evolution of your business.

Callview Replay Server extends the reporting capabilities of the Wizard range of modules with the addition of voice recording functionality. Replay Server provides all the benefits of voice recording, combined with the advanced call reporting capabilities of the Wizard interface.

Replay Server offers a comprehensive hardware based recording solution for inbound and outbound calls. Suited to the call centre environment, Replay Server Integrates directly with the users telephone system, and provides a comprehensive set of features and benefits. For example:

Blanket recording; where all calls are recorded from the moment they arrive at the company, through to the extension, and subsequent further internal transfers, until the call is completed – ideal for compliance applications

Extension Recording; where the calls are recorded once they are transferred to an extension handset – ideal for quality monitoring of agent performance

When combined with Swan Solutions award winning Callview computer telephony applications, Replay Server provides increased functionality, over and above other call recording products.

Callview's unique ‘cradle to grave' call tracking and reporting facility, gives your organisation the management information its needs to improve productivity, reduce costs and gain competitive advantage.

• First fully CT integrated call recording and call/contact centre management application
• Ideal for extensive, high quality call monitoring
• Utilises your friendly and familiar Callview Wizard advanced call reporting interface
• Extensive 'search by' criteria
• Requires little additional user training
• Leverages Callview modular features
• Cradle to Grave search and retrieval
• Unsurpassed ease of call retrieval
• Easy to configure and sell profitably

Swan Solutions offers an extensive range of applications built specifically for business. These applications are available in modular form and can be deployed by users at a pace that suits their business needs.

Callview Gateway - Provides the link between the computer network and telephone system, allowing the blending of email and telephone traffic. The Gateway module is the heart of the Callview system and is required to run any of the other modules.

Callview Client - Enables the ‘screen-popping' of calls at an extension, allowing calls to be answered by name and the fast location of relevant information. Client also provides a ‘Go Spot', which provides quick access dialling from any application and other call control functions.

Callview Wizard - Provides a comprehensive and powerful report generation tool for historical call reporting, which contains over 20 different configurable reports as standard.

Callview Wizard MIS - Extends the reporting capability of Callview Wizard, adding enhanced extension reporting and real-time call statistics.

Callview Wizard ACD - Combines all the features of Callview Wizard and Wizard MIS with the addition of enhanced call centre reporting and real-time call statistics.

Callview Netlink - Extends the reporting capabilities of the Callview Wizard range of modules with the addition of scheduled report printing and the publishing of statistics to Internet and WAP devices.

Callview Desktop Wallboard - Displays real-time call and agent statistics on screen, allowing staff to monitor individual or group performance and activity.

Callview Navigator - Allows the intelligent routing of call traffic based on easy to configure rules and actions to control how calls are dealt with.

Swan's success has been due to its emphasis on product rather than "Toolkit" delivery, ensuring that end user benefits are realised with low resource overheads, full legacy system support and maximum tangible returns within minimum time scales.

• Improved customer service
• Improved customer loyalty
• Optimisation of communication processes
• Improved efficiency
• Acceleration of work processes
• Minimisation of information losses
• Reduction of administration efforts and costs
• Lower transaction costs