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The DGVox Matrix is a multi-platform voice logger specially designed to adhere to the stringent norms of the ITeS industry. It also offers Agent Quality Monitoring and Screen Capture options. The web-based interface allows remote management capabilities with access to Agent Activity logs for thorough and accurate audit and evaluation.

                    
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Versatile and Compatible

The Matrix is compatible with various types of telecom interfaces:
• Analogue  • Digital   • VOIP &   • ISDN-PRI/BRI

The Matrix operates with most of the leading telephone systems:
• Alcatel  • Aspect  • Avaya  • Cisco  • Ericsson
• Intertel  • NEC Phillips  • Nortel  • Panasonic
• Samsung  • Siemens and several other models.

AQM - Agent Quality Monitor

The Matrix provides comprehensive agent evaluation tools that may be used for quality evaluation purposes to optimize productivity.

The AQM module is equipped with a broad range of tem-plates for generating evaluation forms and agent reports.
This optional feature is available with free seating management. The Matrix also provides an option to integrate with third party evaluation tools.

Screen Capture Module

The screen capture module of DGVox enables the administrator to capture and evaluate the on screen information available on the call agent's screen. This powerful tool helps to monitor, evaluate and validate the information available to the call agent in order to optimize productivity and customer satisfaction.

Integration - Avaya & Cisco

Avaya CTI is an open, scalable, highly reliable and secure IP telephony platform. It manages the extensions where calls are to be recorded, and provides the underlying call and media control capabilities. Through this direct integration with Avaya, DG-Vox is able to capture and analyze all relevant information including call details, agent details and agent activities such as hold, transfer etc more precisely. DGVox provides agent quality monitoring using these details.

Project / Task based Grouping

Voice channels can be grouped based on project, task, department or specific skill sets. This optional feature ensures accurate and comprehensive reporting with advanced user management capabilities.

Open APIs for Seamless Integration

The advanced configurable software engine provides an ideal integration platform with open APIs for seamless deployment on any existing IT backbone. This optional feature ensures minimal restructuring and downtime, in addition to savings on procuring new infrastructure. Evaluation tools, CRM, other applications and databases can be easily integrated using Matrix’s open APIs.


Secure Access & Audit Trail

Access to the Matrix 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, to ensure comprehensive user  management capability. This enables you to control and assign each user profile with tailor made multi- tasking capabilities.

Remote Live Monitoring

The web-based monitoring module allows for voice streaming over the Internet. This means that live voice can be monitored over the Internet from anywhere around the globe. Our proprietary compression algorithms can be invoked to minimize the size of voice files, thereby ensuring minimal bandwidth usage.

Scheduled Archiving

The scheduled archiving module enables automated archiving of the critical voice and data. The DGVox administrator can opt for system generated archive job, which will automatically execute the archive on a predefined date and time. This feature eliminates the human interaction up to a large level and ensures that the critical data is safe and archived, leaving the administrator time to focus on other critical tasks.
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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 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.

Mobile & 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.

 Instant Text Messaging

The inbuilt DGVOX instant messaging client helps the supervisors to communicate with the agents on a real time basis via DGVOX. Using the instant text message console, supervisors will be able to send text messages to the online Agents and receive response from them.
This feature helps supervisors to communicate with agents without the customers’ knowledge, provide live coaching and guide agents, while they are on calls. The content of the chat session is saved and appended to the call and is keyword searchable.

 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.


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Hardware Technical Specification
Channel Capacity  • DGVox is available from 4 channels onwards depending on the
    line type to be recorded
 • DGVox is scalable to 1000s of channels
Chassis  • DGVox is built on a 19'' rack-mountable industrial chassis
On-Line Recording Storage Options  • 20,000 + channel hours
 • Single 160GB + drive (Higher capacity optional)
 • Optional - Dual hard drive (Volume set or Mirrored)
 • Optional - RAID sub - systems
 • Optional - NAS (Network attached storage)
Archive Recording Storage Options  • CD Writer (Default)
 • DVD RAM, DAT Drive, NAS (optional)
Processor  • Intel® Core 2 Duo
Memory  • 1 GB to 2 GB, depending on channel capacity (higher capacity offered as option)
Connectivity  • 100Mbps Ethernet
 • 1000Mbps (optional)
 • Dual NIC Capable
Audio Output  • Built - in speakers or external multi-media speakers
 • 1/4 inch headphone jack provided
Power  • 90 - 250 VAC, 50/60Hz
 • 300 Watts
 • Dual redundant power supply (optional)
Operating
Environment
 • 0 to 55° C
 • 10% to 90% RH, non-condensing @ 40° C
These are standard specifications of the DGVox Server and could vary based on the regions, options or requirement.
 
   
       
 
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