Page 17 - Telecom Reseller FebMar 2015

February/March 2015
Telecom Reseller 17

FOSTER new skills, and how they deploy technology So, the telephone will remain, but as part
around the world is simple, yet urgent: go digital
continued from page 13 to deliver and manage connected customer of a much broader mix of options. It will be or die. But if you’re not convinced yet, look
experiences.
used more as an escalation channel, as contact out for the full 2015 Global Contact Centre
Customer demands for channel choice
he telephone channel, however, is in no way centres evolve from being telephone-centric Benchmarking Report (tinyurl.com/q27ww5e),
will see contact centres manage more digital obsolete. In reality, the interactions handled
stereotypes into customer resolution centres. which provides mounting proof that the digital
interactions than telephone/voice calls within by phone have become far more complex and Agents will increasingly face transactions revolution shouldn’t be ignored. n
the next two years.
critical.
unresolved by digital and, if anything, their roles
his digital revolution represents the most As voice is the channel of last resort, this is will become even more important and require View full infographic at tinyurl.com/kb5pb4a
radical change in the contact centre business in the real moment of truth for organisations – it’s greater skill.
Get the PDF at tinyurl.com/nmgsyp3
the last 30 years. It has profound implications when they either lose customers for good, or With radical changes such as these now Watch the video at tinyurl.com/k8r9jq9
for the way in which organisations source
win their lasting loyalty.
becoming a reality, our advice to contact centres
More at www.dimensiondata.com

24 Telecom Reseller
September/October 201
4
Snom and GSMK

Expand Collaboration INTERACTION RECORDING
AND QUALITY MANAGEMENT
CONTINUED from p13
SOLUTIONS

the cooperation is “Call Security Engineered in
Germany”. he Snom/GSMK tap-proof devices Interaction
are aimed at industry sectors who need to protect
conidential and sensitive information on a
Recording
daily basis, such as high-tech companies, banks,
attorneys and journalists as well as governmental And Quality
organizations like foreign ministries, embassies,
police departments, security agencies and courts Management
of law. Nadahl Shocair, CEO of Snom Technology,
welcomes the intensiied collaboration between Solutions
Snom and GSMK CryptoPhone: “A more intense
collaboration between our development teams
allows us to ofer IP telephones to our security- conscious users that are suitable for everyday use.
Without exception, the hardware and sotware of
the tap-proof devices are developed in Germany.
Our customers attach a great deal of importance to RECITE Xpress is a seamless, feature-rich SMB/ SME customer interaction management system Simple User Interface
quality ‘Engineered in Germany’; this is true for all that enhances interaction analysis, delivers RECITEM has been designed for easy cutover
of our products, not just our crypto phones.
a solution to meet compliance requirements from one Call Recording System to another.
Björn Rupp, CEO of GSMK, commenting
and ful lls speci c needs in the contact center Through the intuitive web based user interface, the RECITEM user experience makes it easy to
on his company’s partnership with Snom, says: and back o ce environments. RECITEM can be tailored to meet various enterprise navigate through calls and playback, while making
“Collaborating with Snom over the past few years requirements by combining various software other RECITEM Software Modules available from a
has given us the opportunity to progressively modules to provide a clear, concise view of single screen. Whether the end user is familiar with
evolve this partnership of two leading players
the agent and customer experience. The other software or not, the user can be functional
in the ield. Both companies share the desire to RECITE Xpress call recording module delivers with RECITEM in minutes, without losing valuable
develop top products ‘Made in Germany’. Our one-hundred percent logging to an entire organization or to a selective group within s raining.
customers demand secure and reliable security the organization. The RECITE Xpress Suite A Wide Range of Integrations
solutions. We will continue to reliably fulil these also includes a Quality Management module RECITEM can capture voice from a wide range
expectations in the future. his is why our two which enables an organization’s supervisors PSTN and Communication Systems including
development teams in Berlin will now work even to evaluate employee interactions through the Avaya, Cisco, Asterisk and many more. RECITEM
more closely together.” n
www. use of customizable evaluation templates for selected, randomly agged, or all employee integrates with most common communications
More information is available at cryptophone.com.
calls. Employee performance can then be platform, including most VoIP systems. RECITEM
viewed and measured graphically in a series advanced integrations include status updates and
of reports based on information collected agent actions to track voice communications from extension to extension as the call travels through
from evaluation scorecards. RECITE Xpress is compatiblewithvarioussystemcon gurations, the communication system.
TelecomReseller
including VoIP, TDM, and blended environments
Microsoft Lync
RECITEM Snapshot
Microsoft Corporation has c RECITEM as SUBSCRIPTIONS
RECITEM Snapshot is a Desktop Client that adds Lync 2013 compliant. This c ation means Or change address,
Screen Capture and Live Agent Notes to the that our integration level ers Microsoft Lync
RECITEM Xpress package. RECITEM Snapshot can be seamlessly added to RECITEM Xpress users the ability to record conversations in any unsubscribe
to provide a 360-degree view of the customer Lync mode, client, remote users, mobility users, federated users and Lync Conferencing. Through Call: 800 667-8965
interaction.
our advanced integration, call setup times Fax: 360 260-9726
are reduced while preserving the Web: www.avayaextra.com
RECITE MasCM
recorded in a central, searchable database. Email: publisher@usernews.
RECITE MasCM is a PCI Compliance Module that By adding RECITEM software modules such
incorporates voice muting and screen capture as SnapshotM and MasCM, the Lync recording com
blocking during compliance portions of the can be enhanced with PCI Compliance and ScreenCapture.RECITEMisoneofthefewLync ADVERTISING
customer call, rendering sensitive information unplayable by any member of the organization. recording systems on the market that can er Call: 360 260-9708
The Compliance Module supports both PCI and these advanced features a ordable price.
HIPAA Compliance standards.
Toll Free: 800 667-8965
Fax: 360 260-9726
Web: www.telecomreseller.
WWW.NUMONIX.CO sales@numonix.co 1-855-NUMONIX 1-561-9522600
com/avayaextra

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