Full Time Recording

Impact 360 Recording for Large, Multi-Site, Virtual, and Outsourced Contact Centers
Impact 360 Recording provides full-time contact center recording to help larger contact centers increase operational effectiveness, reduce liability, ensure compliance with regulations and guidelines, and improve the customer experience. Flexible and easy to use, Impact 360 Recording enables call centers and multimedia contact centers to capture, index, and retrieve customer interactions in traditional TDM, IP, and mixed telephony environments.

Functionality includes:

• Audio and Screen Recording—Captures, stores, analyzes, and manages your contact center interactions to help you comply with industry regulations and reduce liability and loss. With Impact 360 Recording, you can efficiently record and play back contact center calls in their entirety, including audio and agent screens. You can also make recordings available to the appropriate people in your contact center and throughout your enterprise.
• Selective Retention and Archiving—Retains contact center recordings in accordance with your corporate and legal mandates, helping to ensure that recordings are available when you need them.
• Reports and Analytics—Enables access to other Impact 360 solutions and information, such as trends uncovered by Impact 360’s advanced speech, performance, and screen analytics.
• PCI and Recording Encryption (optional)—Uses AES 256-compliant encryption to protect data when it’s recorded, in transit, and archived. This optional functionality includes a separate key management system, enabling you to move, archive, and store customer data while protecting it from unauthorized access.
• Flexible, Reliable, and Industry Standard with a Service Oriented Architecture (SOA) – Impact 360 Recording is built on a non-proprietary, industry-standard platform and a service-oriented architecture (SOA), helping to reduce the cost of ownership for practically any organization, from single-site contact centers to multi-site, global enterprises and hosted service bureaus.