CASE STUDY
|
||||||||
 |
||||||||
 |
 |
|
 |
|
 |
|
 |
|
 |
|
 |
|
 |
|
 |
|
 |
|
The DGVox Citadel is a secure and reliable voice logger designed to meet the stringent legal and transactional needs of the banking and finance industry. It ensures unmatched performance with web-enabled centralized monitoring capability, and offers a choice of compression rates to ensure secure, fast and reliable storage and retrieval. |
||
|
 |
|
Versatile and Compatible
The Citadel is compatible with various types of telecom interfaces: • Analogue • Digital • ISDN-PRI/BRI • VOIP • Dealing room systems The Citadel operates with most of the leading telephone systems: • Alcatel • Aspect • Avaya • Cisco • Ericsson • Intertel • NEC Phillips • Nortel • Panasonic • Samsung • Siemens and several other models. Customer Identification and Authentication In addition to Customers’ Caller ID and time of call, Citadel deploys optional sophisticated tracking engines to capture Client ID/ PIN with each transaction, ensuring each recorded voice file is tagged and identified to specific client accounts for legal compliance and transactional efficiency. Agent ID Tracking Agent ID is captured and tagged with voice data, ensuring authenticity and clarity to each transaction recorded over the voice platform. Integration with Applications and Databases The open source database architecture allows fast and easy integration of Citadel with the client’s database, allowing quick search and retrieval of comprehensive account details. Dealing Room Recording Solution The Citadel deploys a specifically designed dealing room recording functionality to authenticate, track and report Forex, Bullion and Stock deals over the voice platform. The Citadel’s Dealing Room Recording modules, compatible with the leading Dealer Room telephone System, ensures precise and authentic voice signatures tagged with Dealer ID and client account information. Secure Access & Audit trail Access to the Citadel software and servers are monitored using fine grained controls. Multi-level alphanumeric passwords can be set for access to various levels and functions. Multi-user access control provides easy grouping and administration of voice channels, which ensures comprehensive user-management capability. This enables you to control and assign each user profile with tailor-made multi-tasking capabilities. Scheduled Archiving The scheduled archiving module enables automated archiving of the critical voice and data. The DGVox administrator can opt for a system generated archive job , which will automatically execute the archive on a pre-defined date and time. Centralized Monitoring with Web-enabled Remote Administration The advanced web-enabled software engine allows centralized adminis tration for secure and single-point data mining. The remote live monitoring and reporting features allow management of the data from anywhere around the globe. Integration - Avaya, Cisco & more Avaya, Cisco and many other leading phone models have CTI platforms that are scalable, reliable and secure. It manages the extensions where the calls are to be recorded, and provides the underlying call and media control capabilities. Through this direct integration with these CTI platforms, DGVox is able to capture and analyze all relevant information including call details, agent details and agent activities such as hold, transfer precisely. DGVox provides agent quality monitoring using these details. |
Scheduled Recording The Scheduled Recorder Setting is used to customize the time period, when the call is to be recorded or not to be recorded, depending on the DGVox user's requirement. There are three options on each day to set the period. The recording can be scheduled for all users or for an individual user. For the individual user setting, you have to select the channel ID of the desired user. This feature automates the recording function and eliminates the requirement of human interaction up to a larger level by setting pre-defined recording priorities as per the DGVox administrator's requirement. Intelligent Search and Playback • Hot buttons for search and archive • Date, Time, Duration, CLID, Agent ID, Ext. No, Call Flags, Call Color Codes, Call IN/OUT status • User-defined customized search criteria (optional) Mobile and Lighter Versions The DGVox is available in lighter and mobile versions for applications that demand them. The Vox Zigma is a desktop version scalable from 4 to 32 channels. The VoxMate is a compact and portable voice logger. It has a 4-channel capacity with a USB interface. Auto Live Monitoring This feature enables the user to automatically activate live monitoring and listen in on calls that originate from or land on a particular extension or external number. The User can set predefined criteria for auto live monitoring, and when an incoming or outgoing call meets any of the criteria, the live monitoring will be automatically activated. In addition, the user will be notified about the call activity via audio-visual alerts. The user can configure auto live monitoring option with respect to telephone numbers, extensions, agent ID, call duration and also specify whether the call is to be live monitored for incoming call, outgoing calls or both. Transcription Module DGVOX transcription module provides a common platform for call listening and transcribing. Transcription module integrates a notepad within the playback window. This helps users to listen in on the call and simultaneously type the call contents, without having to switch between the windows. The feature comes with controls to pause, stop, rewind and forward the audio files, while typing. File Merging DGVOX allows user to easily and quickly merge two or more audio files to create a single output file. Users can select the files and specify the sequence in which they should be merged. The final output file plays back the recording in the sequence the files were merged. Dial in for Playback This feature allows the authorized users to remotely dial into DGVOX via a telephone and access the recorded files. An inbuilt user friendly Interactive Voice Response System (IVRS) will guide the callers to search and access the voice files. Callers will be able to play the files via remote connection as well as pause, forward, rewind and repeat the voice file. The system provides option to email the recorded files as attachments to predefined email IDs. All activities of the dial-in-caller can be logged and tagged for future references. Only authorized Users and Numbers will be able to access the recordings.  |
|
|
|||||||||||||||||||||||||||
|
|||||||||||||||||||||||||||
|
|||||||||||||||||||||||||||
 |
© 2007 Vox Spectrum Inc. All rights reserved | |
| Solutions | Services | Partners | Careers |Support |News Room | Contact Us | Sitemap |