Impact 360 ® Call Recording - Adtech Global

RecordingToday, government and industry regulations,liability issues, and risk management practiceshave prompted many organizations to record andarchive the interactions between their customers/callers and their staff. But capturing contactsis only one part of the compliance challenge.Maintaining, storing, and retrieving the informationfor verification, data mining, and business intelligenceis equally important.Verint ® Witness Actionable Solutions ® can help. We offerImpact 360 ® Recording — a proven, reliable solution forcapturing, indexing, and retrieving voice and screen interactionsin traditional time-division multiplex (TDM), Internet protocol(IP), and mixed telephony environments. With Impact 360Recording, you can easily search and replay captured interactions,regardless of where they were recorded in your enterprise.What’s more, you can share these interactions throughout yourbusiness, providing insight into customer and staff behaviorsto help drive decision making.Impact 360 Recording is part of Impact 360, a workforceoptimization solution from Verint Witness Actionable Solutions.Impact 360 brings together quality monitoring and recording,workforce management, speech and data analytics, customerfeedback surveys, performance management, eLearning,and coaching into a unified solution for analyzing customerinteractions, improving workforce performance, and optimizingservice processes. With Impact 360, your contact center,branch offices, and back-office operations can capture, share,and act on enterprise information, helping you make betterdecisions faster — and benefit from a single, coordinated source>of support, service, and maintenance.Apply a Proactive Approach to Call Recording

Use CapturedData to ImproveYour OperationsNow You Can:• Implement a full-time, enterpriserecording solution for complianceand sales verification, with theconvenience and lower total costof ownership of non-proprietary,open standards storage.• Capture voice interactions andscreen data in TDM, IP, andmixed telephony environmentsand manage them from a singleWeb interface.• Make the transition to IP telephonywith a software-based recordingsystem that can coexist with TDMrecorders, helping to protect yourlegacy hardware investment.• Meet the evolving needs of yourbusiness with optional encryptionfunctionality that facilitatescompliance with payment cardindustry (PCI) standards.Impact 360 Recording can support tens of thousands of channelsand multiple sites centrally, with a single point of administrationand open standards storage. This helps free your organization fromthe costs, constraints, and complexity posed by multiple proprietarysystems. A dashboard-style Web portal displays contact center metricsin an easy-to-understand format that’s based on the role and rightsof each user, helping staff hone in quickly on key data they need toperform more effectively.Impact 360 RECORDING Provides a Broad Range of AvailableFunctionality:Voice and Screen RecordingImpact 360 Recording provides synchronized voice/data recording and real-timemonitoring across traditional TDM, IP, and mixed telephony environments. It not onlyrecords conversations between your customers and agents, but can also capture thecorresponding activities taking place at agents’ desktops, such as keystrokes, dataentry, screen navigation, and after-call wrap-up.Through computer-telephony integration (CTI), Impact 360 Recording providessophisticated, real-time control over recording and call indexing. The solution alsosupports VOX recording and can be configured to run in this mode or as a fall-backto CTI, based on your business requirements.Impact 360 Recording leverages the same common architecture for IP recording asfor traditional telephony. This can enable you to use today’s TDM hardware investmentto support IP recording in the future. In fact, TDM and IP recorders can coexistseamlessly and be managed from a single interface. If your organization alreadyuses IP telephony, Impact 360 offers the benefits of contact recording, review, andanalysis to potentially everyone who uses a telephone. You can capture all interactionsautomatically from any extension.• Voice Recording/Search and Replay • Screen Capture • Evaluations• Real-time Monitoring • Encryption Management • Contact Visualizer

With Impact 360 Recording, you can search, retrieve, and replay captured contacts from anywhere within your enterprise.Data Storage and RetrievalImpact 360 Recording stores audio using standard Windowsfile storage, enabling it to scale to hundreds of terabyteswhile reducing or eliminating the need for traditional archivingsolutions. You can define retention and storage criteria easily,allowing you to keep those files that matter most withoutwasting resources on long-term storage of unnecessarycontacts. Optional integration with EMC Centera offers reliable,secure storage and online archiving to help meet the needsof your business.Administration and ReportingImpact 360 Recording provides centralized workforceoptimization administration across multiple sites, helping youmake better decisions faster and implement them right away.You can administer staff information from a single point inthe system, helping to lower administrative overhead and totalcost of ownership. What’s more, you can choose from anextensive set of standard, pre-configured reports, or conductad-hoc queries for more sophisticated and custom analysisof your operations.Contact VisualizerImpact 360 Recording depicts volumes of captured interactionsgraphically, helping you quickly identify patterns and trendswithin your recorded contacts. A color-coding classificationbased on nature and outcome can enable you to search,retrieve, and view interesting or unusual contacts easily —and focus on areas of interest.Encryption ManagementTo help you comply with Payment CardIndustry (PCI) standards, Impact 360Recording uses AES-256 encryption toprotect data when recorded, in transit,and archived. This optional functionalityincludes a separate key managementsystem from RSA, enabling you to move, archive, and storecustomer data while protecting it from unauthorized access.Impact 360 Contact Visualizer uses color-coding to depicttrends in contact volume.

Additional FunctionalityAdditional Functions – In addition to the standard and optional functionality outlined above, Verint Witness Actionable Solutionsoffers add-on functionality for Impact 360 that can help you address specific requirements of your business. Contact a Verint WitnessActionable Solutions representative for more details.Receive Guidance from World-class ConsultantsVerint Impact Services can help you get the most from your investment. From implementation, customer support,application consulting, and training to performance management and business impact consulting, you can be confident thatour experienced teams understand your business practices and operations — and are committed to your success.About Verint Witness Actionable SolutionsVerint ® Witness Actionable Solutions ® is the leader in workforce optimization software and services. Its solutionsare designed to help organizations capture customer intelligence, uncover business trends, discover the rootcause of employee and customer behavior, and optimize the customer experience across contact center, branch,and back-office operations.Verint. Powering Actionable Intelligence. ®Verint ® Systems Inc. is a global leader in Actionable Intelligence ® solutions and value-added services. More than10,000 organizations in over 150 countries use our workforce optimization and security intelligence solutions toimprove enterprise performance and make the world a safer place. For more information, visit www.verint.com.info@verint.com1-800-4VERINT330 South Service RoadMelville, NY 11747 USAwww.verint.comUnauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document,Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice.Features listed in this document are subject to change. Please contact Verint for current product features and specifications. All marks referenced herein with the ® or TM symbol areregistered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners.© 2009 Verint Systems Inc. All Rights Reserved Worldwide. December 2009