Crystal Live provides you a fully customizable, business oriented solution instead of only a recording system. It can be customized and scaled to meet the demands of all types of organizations, from SMB to multi-regional enterprises, from contact center to home agent/hosted call center.
Scroll for more information or explore the links below to learn more about Crystal Live agent applications, planner and dashboard, monitoring, or recording with your telephone service provider.
Voice and Screen Activity Recording for Any Size Call Center
Customer interactions can be one of the most important tools for evidence collection, service optimization, sales promotion, and liability recording. Properly recording, archiving, analyzing, and distributing customer interactions are essential parts across company silos. Call Recording Center is committed to providing the most reliable, flexible, and feature-rich call and data interaction recording solutions.
If you have multiple branches/locations, our Crystal Distributed Recording Management Platform enables you to build a recording system by ignoring the geography gap. This is an especially great configuration with numerous small sites (1-3 phones to be recorded at each site).
Recording and Live Monitoring
- Record live monitor agent/employee desktop screen activities
- Call data can be retrieved and used as search parameters to locate calls
- Business data can be automatically collected from your applications and/or manually entered by the agent. This data can be indexed to the calls and used as a search parameter
- Recording types: Total recording, selective recording, by business rules, and/or Recording-On-Demand
- PCI Compliance, that is affordable, keeps your business compliant
- Manage captured data by saving in any destinations you want by means of predefined archiving and recycling strategy
- Live monitor conversations and agents' desktop screens simultaneously
- Immediate Replay enables you to replay a live telephony conversation from the beginning. This helps to understand what happened
- Fully Web-based GUI -Integrate into your CRM, access calls via your CRM application
Up to 40 user-defined fields can be used to make the system customizable to your specific application.
Share recordings by saving to your desktop or email, or export data to Microsoft Word or Excel. A specific portion of a call can saved/emailed to be sure only the section of the call you want to be heard is sent.
Crystal Live has a robust call recording hardware and software application program that is easy to install. Crystal Live easily puts you in control of all your call recording needs. Whatever your call recording application, it provides the perfect entry-level or high-end call recording solution.
Crystal Live Recording Methods
- TDM - Passive Mode
- Trunk/station side tap recording with high impedence interface
- VoIP - Passive Mode
- Packet Sniffer via Mirroring Port
- Single Step Conference - Active Mode
- Actively join in the 3-party conversation of agent and customer with CTI driven conference.
- Service Observe - Active Mode
- Special interfaces, including Avaya DMCC, Alcatel IP DR-Link, or Cisco BIB are available.
Crystal Live Recording Strategy
Crystal Live offers a wide range of options for recording calls based on your individual needs.
- Total Recording
- Records all calls, incoming and outgoing
- Selective Recording
- Agent name
- Extension number
- Agent, skill group
- Call direction
- Internal and external calls
- ANI or DNIS
- Predefined schedule
- Recording on Demand
- Agent or supervisor initialized
- CIS word spotting triggered
- API Driven Recording
- Integrate CSI APIs by 3rd party applications
- Vox/Energy detection
- On/Off hook events
- CTI events
- Predefined strategy
- DTMF detection
- Manually control
Digital Station Recording
- Tadiran Telecom
- Acme Paclet
- Tadiran Telecom
For more information about Crystal Live call recording, call or contact us today.