Page 17 - Telecom Reseller JunJul 2015

June/July 2015
Telecom Reseller
17

Building a 24 Telecom Reseller
September/October 201
4

Better Bill
INTERACTION RECORDING
AND QUALITY MANAGEMENT

SOLUTIONS
PRANSKY

By Jonah Pransky, Product Interaction
Marketing Manager for revenue
management products and solutions at Amdocs (www. Recording
amdocs.com)
And Quality
Pop quiz. What do service providers
consider to be their most important Management
channel for reaching their customers?
hink about it for a minute. To the few of you Solutions
who said monthly bill, well done. And for the
rest of you who are scratching your head now,
here’s why. Monthly bills give service providers 12
opportunities a year to make a good impression
on their customers and communicate value as RECITE Xpress is a seamless, feature-rich SMB/ Simple User Interface
well as information about new products and SME customer interaction management system RECITEM has been designed for easy cutover
services. Maybe even recommendations for that enhances interaction analysis, delivers from one Call Recording System to another.
diferent plans that can help customers either a solution to meet compliance requirements and ful lls speci c needs in the contact center Through the intuitive web based user interface,
increase their level of service, or ind a plan that and back o ce environments. RECITEM the RECITEM user experience makes it easy to
makes more sense for them based on their usage.
can be tailored to meet various enterprise navigate through calls and playback, while making
Despite the value of bills as a communication requirements by combining various software other RECITEM Software Modules available from a
and marketing channel, service providers have modules to provide a clear, concise view of single screen. Whether the end user is familiar with other software or not, the user can be functional
been trying for years to move customers away the agent and customer experience. The RECITE Xpress call recording module delivers with RECITEM in minutes, without losing valuable
from expensive and environmentally unfriendly paper bills, and shit them to electronic bills.
one-hundred percent logging to an entire s raining.
For the most part, this move has been met with organization or to a selective group within
resistance from customers. While some service the organization. The RECITE Xpress Suite
WebRTC Client
A Wide Range of Integrations
providers have successfully moved half their also includes a Quality Management module
RECITEM can capture voice from a wide range
which enables an organization’s supervisors
customer base to paperless bills, the overwhelming PSTN and Communication Systems including
to evaluate employee interactions through the
majority have only moved 10-30% of their A browser-based, unified communications
use of customizable evaluation templates for
Avaya, Cisco, Asterisk and many more. RECITEM
customers to e-bills. And the reasons for that are integrates with most common communications platform, including most VoIP systems. RECITEM selectedd, erasnkdtomplyexpaeggrieedn, coer tahllaetmisplpoyaeret of the
stunningly simple. First, electronic bills make
advanced integrations include status updates and calls. Employee performance can then be
Voice4Net WebRTC Framework Suite.
it more complicated for customers, who must agent actions to track voice communications from viewed and measured graphically in a series
of reports based on information collected
then remember user names and passwords to
extension to extension as the call travels through from evaluation scorecards. RECITE Xpress is
pay their bill. Second, customers don’t trust that the communication system.
The Voice4Net WebRTC Client is easy to
compatiblewithvarioussystemcon gurations,
the information they see online is accurate, as including VoIP, TDM, and blended environments
deploy and use, and represents the most Microsoft Lync
many have seen irst-hand how diferent channels RECITEM Snapshot
effective unified communication client
contain diferent information.
Microsoft Corporation has c RECITEM as RECITEM Sanvaapsihlaobt ilseatDoedsaktyo.pICtliseuntptphaotratdsdms any
he result is painful for service providers and Lync 2013 compliant. This c ation means that our integration level ers Microsoft Lync Screen Capture and Live Agent Notes to the
platformsincluding Mitel, Avaya,
customers alike. Service providers are spending a users the ability to record conversations in any RECITEM Xpress package. RECITEM Snapshot
ShoreTel, along with numerous
lot of money producing and mailing paper bills, Lync mode, client, remote users, mobility users, can be seamlessly added to RECITEM Xpress
other SIP-based PBX
while consumers, who want consistent interactions federated users and Lync Conferencing. Through to provide a 360-degree view of the customer
and convenience of self service, are not satisied with PDF e-bills.
our advanced integration, call setup times interactione.nvironments.
are reduced while preserving the RECITE MasCM
Interactive email bills ofer a way to address
recorded in a central, searchable database. By adding RECITEM software modules such Contact us today to
that. We’re basically talking about HTML iles
as SnapshotM and MasCM, the Lync recording
RECITE MasCM is a PCI Compliance Module that
find out how this new technology can
incorporates voice muting and screen capture
conveniently sent to the customer’s inbox every
enhance the way your staff does business.
blocking during compliance portions of the can be enhanced with PCI Compliance and
month. It allows service providers to stay in front
customer call, rendering sensitive information ScreenCapture.RECITEMisoneofthefewLync
of customers the same 12 times per year, but with
unplayable by any member of the organization. recording systems on the market that can er
Learn how you can convert this opportunity into revenue
added interactivity, allowing those customers to
The Compliance Module supports both PCI and these advanced features a ordable price.
for your organization, by offering end-customer contact
inspect their bill, upgrade services, review their
HIPAA Compliance standards.
center experiences that are more customized, effective and
payment history with their provider and – most
engaging thanks to the WebRTC-enabled solutions
importantly – pay their bill. When combined
with advanced omni-channel solution designs,
WWW.NUMONIX.CO sales@numporondiuxc.ecdoby Vo1ic-e84N55et-.NUMONIX 1-561-9522600 it can give these customers a consistent billing
Download the Frost & Sullivan
experience across all channels. ■
WebRTC Client
white paper on WebRTC Best
Practices Research and
t
A browser-based, unified communica
desktop experience that is part of the e
i i
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t
Voice4Net WebRTC Framework Sui i
Voice4Net WebRTC Client
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at www.voice4net.com/frost
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The Voice4Net WebRTC Client is e e
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deploy and use, and represents the m m
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p1-28_TR_Sep/Oct_2014.indd 24
WebRTC revenue opportunities!
effective unified communication clie
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15/10/2014 17:04
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available today. It supports many platformsincluding Mitel, Avaya,
Contact us today www.voice4net.com
ShoreTel, along with numerous
other SIP-based PBX
environments.
ient
Contact us today to
find out how this new technology can enhance the way your staff does business.
(214) 237-7600 www.voice4net.com
Learn how yo u can co nvert this oppor tunit y into revenue
for your orga center experie
nizat nces
by offering end are more custo
-cust mize
omer d, effec
contact
tive and
ion, that
unications engaging thanks to the WebRTC-enabled solutions m
produced by Voice4Net.
(214) 237-7600
Download the Frost & Sullivan
www.voice4net.com
f the
white paper on WebRTC Best
Practices Research and
o
k Suite.
at www.voice4net.com/frost
Voice4Net WebRTC Client

t is easy to (214) 237-7600 www.voice4net.com
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the most

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