CALL RECORDING Watch demo
Reliable, robust, and secure recording system, scalable to hundreds of ports. It records 100% of your calls.
CenterWare AVRS® is a high performance telephone call recording system. Designed with state of the art technology, it integrates to your current telephone system and your company's data network taking advantage of your current infrastructure and saving you money.
CenterWare AVRS® is an must have solution for your contact center
CenterWare AVRS® features tools that allow you to centralize, store, retrieve, playback and verify all telephone calls of your contact center and your Company.
Ideal for monitoring and supporting your contact center or call center operation by allowing you to assess and improve service levels, supervise management quality, prove and detect fraud, payment promises and proof of negotiations, etc.
Access your recordings from any where.
CenterWare AVRS® touts a web-client which allows for remote access via the internet. Administer, monitor, and configure every aspect of the recording system from anywhere. Find recording information through numerous parameters including sophisticated searching methods including searches by time, date, agent, customer ID, customer name, recording duration, etc.
Maximize your call handling quality and performance with AVRS.
CenterWare AVRS® provides you with a wide variety of recording methods:
- Dedicated
- Random
- Sequential
- On demand
- Per customer
- Telephone number
- First and Last call
- Percentage of calls
- Per schedule
- Customized (combining any of the above methods)
CenterWare AVRS® is 100% compatible with modern telephone systems including:
*If your PBX brand is not shown, please request more information from our sales executives.
CenterWare AVRS® is customizable to your recording needs Watch Demo
Its advanced platform automatically records every call, allowing you to choose among the various recording methods with the following rules:
- Dedicated: assigns a port to an agent or an extension to be recorded.
- Randomized: the system decides which call to record.
- Sequential: record one call from each agent or extension.
- On demand: agents or supervisors decide which call or portion of the call will be recorded.
- Per Customer: records every call coming from a particular customer.
- Telephone number: records every call coming from certain telephone numbers.
- By parameters: customizable to your recording requirements, some of the recording options you may choose from are:
- Record the first and last call to evaluate an agent's service level at the beginning and end of the day.
- Record all calls per agent or per extension.
- Record for a range or period of time.
- Record only a percentage of calls.
- Record per schedules.
- Customized (combining any of the above methods).
CenterWare AVRS® offers you flexibility to create templates allowing you to combine various recording methods and program automatic initiation for each one, according to your business' needs.
Improve the administration of your contacts
One of the system's strengths is Contact Administration. It automatically stores all recordings per contact in accessible folders allowing you to manage and locate your recordings easily in less time. This tool is especially useful in helping you identify patterns and trends in your contacts and focus on your customers' problems and preferences.
Eliminate inefficiency with intelligent applications
Recording rating: Tag recordings with keywords personalized to each campaign in order to perform searches for group recordings according to specific parameters. Labeling our recordings thus, enables you to identify and retrieve recordings containing the same rating, saving time in searching processes. For example; you may categorize all calls containing an argument as "problematic calls" and then use that key word in the future to quickly locate any such recordings. Additionally, authorized people from your contact center may insert notes and remarks on recordings in order for these to be reviewed by supervisors or quality management personnel.
Offer the highest service levels with modern solutions
CenterWare AVRS® is able to send recordings via e-mail whenever needed. When a customer wants to listen to a recording on an urgent basis and has no way to access it an agent or supervisor may select an entire call or part of call and simply email it as a .wav, .mp3, or .aiff file.
Simplify your contact center's basic tasks
CenterWare AVRS allows you to search recordings by utilizing an extensive filter library:
- Date
- Time
- Time range
- Call length
- Recording port
- Extension
- Agent
- Customer
- Telephone number
- Contract number
- Other
Easily navigate through all the recordings in your database and play them at any time. When playing recordings, you can stop, forward, rewind and pause.
Remote online monitoring
The monitoring of calls in today's contact center is a vital function in order to provide quality service or for identifying fraud, evaluating a safety risk, etc. CenterWare AVRS allows you to access the system remotely via the internet and listen live to any calls being recorded.
Unparalleled security and control
With CenterWare AVRS, create multiple user accounts to grant appropriate access and privileges for installers, administrators, supervisors and agents. Depending on the rights granted to each user, the system will only display relevant data, information and/or applications on their screen. Every system interaction performed by each specific user is recorded in the system's history along with the account's information, facilitating total control of the recording system. CenterWare AVRS can detect and mark previously played recordings to allow users accessing the system to immediately identify records not yet reviewed.
Have a system totally adaptable to the most stringent requirements of your company
Have complete confidence in CenterWare AVRS for the safeguarding and storage of all your recordings. AVRS allows you to use IDE, SCSI, and Raid 5 disks arrays to provide required redundancy as well as the necessary back up capabilities your system requires. As storage media, you may back up your recordings in hard disk, in 9 GB DVD RAM, in DATS tapes and in BlueRay with the ability to convert recordings to your preferred format such as VOX, WAV and MP3.
CenterWare AVRS® is your best alternative
AVRS is a highly innovative and secure system providing unparalleled levels of protection by automatically encrypting every file as it is saved, thus allowing access to only authorized parties.
Have full control of your recording resources
CenterWare AVRS® has a valuable application to view and monitor the current status of your recording resources. Keep tabs visually on everything happening in the system including hard disk space available and port usage. Should there be an emergency or if the system resources are low, the system can send e-mail notifications to the administrator(s) alerting them their attention is required. Notifications may include an alert at a pre-determined hard disk capacity threshold, or a range of time in which back up must be performed.
Improve your agents' performance by understanding your customers' needs
CenterWare AVRS® allows connection to audio mining or voice analysis programs to extract recorded call data as well as to locate specific words or phrases in order to track trends, patterns and quality levels-including your agent's performance. This is very useful tool for agents on the job training.
Grow your business with an advanced and reliable recording system
CenterWare AVRS® can scale to support thousands of recording ports from a single system.
CenterWare AVRS® is part of the CenterWare Suite Contact Center®. Other modules in the suite include:
- CenterWare Inbound®
- CenterWare Outbound®
- CenterWare Reminder®
- Multimedia functions: e-mail, fax and chat
- CenterWare CRM®
Own a state of the art recording system without breaking the bank
Avoid unnecessary infrastructure expenses
CenterWare AVRS® was engineered as an open architectured solution. It can easily adapt to your business' needs with the following options:
- Integration with digital and analog extensions.
- Integration over analog and T1 trunk lines.
- IP telephony integration.
CenterWare AVRS® can be integrated to any customer ERP, CRM, database or management applications through:
- ActiveX components for applications made with Microsoft software.
- Web applet components for applications made with Java and HTML.
- Specific application applications
Technical Specifications:
- Operating system: Windows 2003 Server.?
- Capacity: thousand of ports (4 to 256 ports per server).?
- Storage: IDE, SCSI and RAID 5.?
- Back up units: HD, DVD RAM and DATS.?
- Audio Format: Vox file, WAV and MP3 encoded with G.723.1 audio codec compressed at 6.3 Kbps.
- Coding algorithm: Encryption.
- Database: SQL Server and MySQL.
- IP: H.323 and SIP.
Call us toll free at: 1(877)MY-NUXIBA or (877)696-8942 or (801)859-4100
sales@nuxiba.com