Avaya contact centre call recording and Avaya reporting solutions for Communications Manager with TSAPI and CTConnect integration

Tightly integrated to VoIP, TDM or hybrid call centres

The VPI Call Recording application is an award-winning, Avaya DevConnect Gold Partner compliance tested, suite of call centre applications designed to minimise contact centre resources by utlising TSAPI to record VoIP traffic. The VPI Call Recording suite is the most advance VoIP recording solution for Avaya and ensures Avaya contact centres can effectively leverage VoIP recordings to capture, evaluate, analyse and improve multimedia interactions over converging networks. The VPI Call Recording Suite leverages open architecture and is platform independent to integrate seamlessly into your existing and evolving infrastructure.

Recording Home Agent Interactions

The VPI Call Recording Suite for Avaya records off-site IP softphone calls made via the Road Warrior mode on the trunk-side, in conjunction with a CTI interface to ensure that only the Road Warrior interactions are recorded. Ensuring Avaya contact centres are able to effectively operate remote homeworker environments to the same level as internal agents.

Our Avaya call centre call recording and Avaya reporting solutions are compliance tested on Avaya platforms including:

• Communication Manager and AES 3.1.2 (via TSAPI)
• CT 4.0 and S8700 Media Server IP Connect*
• IP Office*
• Communication Manager and AES/CMAPI 2.2
• Avaya's CTConnect 5.0 and DEFINITY Server 1.2*
• Predictive Dialer System R12
• Communication Manager R12

* D-Channel monitoring available!

Security & PCI Compliance

Securely record all of your customer interactions within your call centre and build a database of recordings that can be a potential gold mine of data. Our call recording Avaya solution allows your organisation to record and manage up to 100 percent of your voice interactions and associated telephony data in a VoIP, TDM or hybrid environment. Additionally, the optional integrated PCI DSS Compliant, stealth screen recording has little to no impact on network resources. Using state-of-the art information technologies, VPI Call Recording delivers reliability and resiliency within your Avaya contact centre through a wide variety of robust, fault-tolerant configurations components.

VPI Integration

VPI call recording integrates with Avaya Communication Manager and Avaya Application Enablement Services to monitor, record, store and play back phone calls while capturing related call attributes using an IP connection.

• Communication Manager is an open, scalable, and highly reliable telephony solution that provides centralised call control for a resilient, distributed network of media gateways and a wide range of analogue, digital and IP-based communication devices.
• Application Enablement Services is an enhanced set of Application Programming Interfaces (APIs), protocols and web services for developers, ISVs and system integrators providing a new, open platform that supports existing and next generation applications and solutions.
• With a scalable architecture that can accommodate from four agents or channels to as many as 400,000, the VPI Call Recording and quality monitoring solution works equally well for global, multi-site enterprises and small contact centres. It's ideal for:
  • Financial institutions
  • Healthcare providers
  • Government agencies
  • Public Safety organizations
• Secure, Convenient Access - Your organisation has customised access to call recordings and associated data using a local client, Web browser-based client, or directly from existing applications through outward integrations. Each user can have a different set of access specifications based on their needs, responsibilities and rights.

The VPI solution integrates seamlessly into your existing infrastructure, allowing streamlined maintenance and upgrades with non-proprietary components. It can be implemented in environments with combined VoIP and circuit-switched telephony networks, helping preserve investments in traditional ACDs/PBXs. Other features include:

• Full-Time Call Quality Monitoring - Provides easy access to call recordings, helping improve customer service by allowing managers to review customer interactions and perform root-cause analysis on less than satisfactory customer calls. The extensive database of customer interactions can also be used to help train customer service staff with real-life examples. Simple integration with an optional Call Quality Evaluation solution equips organisations to maximize the impact and ROI of quality assurance processes and dramatically improve the effectiveness and efficiency of agent-customer interactions.
• Advanced VoIP Call Recording - Uses a single application interface to administer and record both VoIP and traditional TDM recorded interactions, allowing a simple transition from a traditional to IP telephony environment as needs evolve. Easy file sharing and outward integration with standard .WAV and .AVI formats, and reliable high volume recording of voice and screen interactions help reduce network bandwidth.
• Flexible Storage Options - Offers virtually unlimited storage capacity using either a centralised or distributed model. Recordings can be kept online on redundant, hot-swappable hard drives for both long- and short-term storage. Or archive data on long-term storage media, such as DVDs or Network Attached Storage (NAS/SAN) devices.
• Sophisticated Data Management - Supports advanced rules-based data management for thousands of hours of call records, providing instant access to recorded interactions. With no preset limits for data retention, organizations determine how, where and when to record, store, retrieve and dispose of records.