Call Transcription & Tagging
• “Transcription” enables the user to hear and type the contents of the call simultaneously. It also helps the     operator to pause, stop, rewind and forward the call, while typing
• “Tagging” enables the user to tag a selected portion of the call and mark the call with a tag name

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Instant Text Messaging
• DGVox instant messaging client helps supervisors to communicate with agents on a real time basis
• Using the instant text message console, supervisors will be able to send text messages to the online Agents &    receive response from them without the customer’s knowledge

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Add to Playlist
• Enables the user to add the selected call in a play list and play voice files one after the other
• The user can group voice files that must be recalled for compliance/quality reasons, saving the time spent on    selecting individual voice files

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File Lock
• Enables the user to disable the deletion of a voice file

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Merge button
• Enables the user to merge multiple calls into a single voice file

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Auto Live Monitor with Remote Alert
• Enables the user to trigger live monitoring of calls from/to pre-defined caller IDs/dialed numbers
• The user on a remote workstation receives an audio-visual alert to notify the call activity and can choose to    listen online

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Deleted Calls Report
• DGVOX allows retention of the details of user-deleted calls and ensures that critical call metadata is always available



Capability to Integrate External Directory Information
• DGVox can now integrate with external directory information provided by telecom service providers or an    internal customer database maintained by organizations. After integration, the user can retrieve voice files,    based on the caller information available in the directory and also tag voice files with specific directory    information.

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Call Tagging and Search Based on AQM Parameters
• Enables evaluators to insert custom tags for evaluated calls, based on agent quality criteria
• The evaluated calls can be retrieved, custom reports and a dashboard can be programmed, and calls can be    analyzed and reports generated, based on these tags



Channel Voltage Display
• Provides visual indication of voltage on analog voice lines, which helps in quick troubleshooting and visual    detection of line activity

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Agent Coaching Console for Supervisor
• DGVox provides an instant text message console to the supervisor, through which she/he can communicate with online call agents and receive their responses
• It provides live coaching capability to the supervisors, enabling them to guide agents on call

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Mobile Playback
• This feature allows the users to remotely dial into DGVox and access the recorded files

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DGVox GUI support on Multiple Languages
DGVOX supports two new languages, i.e. Hindi and Arabic. Using this feature, Users will be able to log into and interact with the application in the desired language. User Input language and the Audio/Visual System Response will be based on the selected language. A Visual Keyboard will also be displayed as an onscreen reference for the selected language.

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Agent pop-up window
Whenever agents receive calls on their extension, a pop-up window will be displayed on their screen. Pop-up window will display the caller information, previous call details and also options to playback the recorded files. Using inbuilt custom fields, agent will be able to enter the current call details, edit existing information, save details during and after the call, and update the same to the database.

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Agent evaluation during live call monitoring
This feature enables the supervisor’s to evaluate an agent’s performance during live call monitoring. Supervisors will be able to select the desired evaluation form from the available list and apply it to the ongoing call. On call completion, the evaluation parameters set for the agent will be saved and attached to the call.

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Email evaluation form/ report
This feature enables the supervisor’s to email the evaluated forms as attachments to concerned agents. All details of the agent whose call is being evaluated will be captured and auto populated in the email, eliminating the need for supervisors to make manual entries. The attached evaluation form will be in a non-editable format

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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.

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Selective Recording and Rule based Recording
This feature enables the users to selectively record calls as well as set pre defined criteria’s to trigger call recording. The user will be able to set rules based on call duration, extension number, agent ID, date and time.

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