Page 17 - Telecom Reseller August-September 2015

August/September 2015
Telecom Reseller 17
The Fourth Generation
24 Telecom Reseller
September/October 201
4

of the Telecom
INTERACTION RECORDING
Management Industry
AND QUALITY MANAGEMENT

SOLUTIONS

COLWELL
Interaction
By Timothy C. Colwell, SVP Efi-
ciency First® Adoption – AOTMP Recording
(www.aotmp.com)
TAnd Quality
he irst generation of telecom
management, oten called cost Management
management, was focused on telecom
carrier cost. Manual invoice-to-contract Solutions
compliance audits were performed to identify
billing errors so that overcharges could be
recouped. It was labor intensive and primarily
provided value by reacting to ever-present carrier
billing errors.
he second generation of telecom management RECITE Xpress is a seamless, feature-rich SMB/ Simple User Interface
introduced automation to reduce stare-and- SME customer interaction management system RECITEM has been designed for easy cutover
compare labor and to reduce the time required
that enhances interaction analysis, delivers from one Call Recording System to another.
to complete audits. his was achieved using a solution to meet compliance requirements Through the intuitive web based user interface,
specialized sotware and electronic invoice media and ful lls speci c needs in the contact center and back o ce environments. RECITEM the RECITEM user experience makes it easy to
from carriers for the same cost management can be tailored to meet various enterprise navigate through calls and playback, while making
objectives as the irst generation. his generation requirements by combining various software other RECITEM Software Modules available from a
also introduced invoice processing and payment modules to provide a clear, concise view of single screen. Whether the end user is familiar with
activities to collectively establish telecom expense the agent and customer experience. The other software or not, the user can be functional
management (TEM) as an industry category.
RECITE Xpress call recording module delivers with RECITEM in minutes, without losing valuable
he third generation of telecom management one-hundred percent logging to an entire s raining.
introduced lifecycle management principles organization or to a selective group within the organization. The RECITE Xpress Suite
WebRTC Client
A Wide Range of Integrations
that incorporated work streams associated
also includes a Quality Management module
with expense and invoice management into
RECITEM can capture voice from a wide range
which enables an organization’s supervisors
the equation. Inventory management, contract PSTN and Communication Systems including
to evaluate employee interactions through the
A browser-based, unified communications
Avaya, Cisco, Asterisk and many more. RECITEM
management, service ordering, incident use of customizable evaluation templates for
integrates with most common communications
management and dispute management have a platform, including most VoIP systems. RECITEM selectedd, erasnkdtomplyexpaeggrieedn, coer tahllaetmisplpoyaeret of the
direct inluence on telecom expenses and by advanced integrations include status updates and calls. Employee performance can then be
Voice4Net WebRTC Framework Suite.
incorporating these activities into the scope
agent actions to track voice communications from viewed and measured graphically in a series
of reports based on information collected
of the TEM practice, the lifecycle of telecom extension to extension as the call travels through from evaluation scorecards. RECITE Xpress is
services, assets and costs can be managed. An the communication system.
The Voice4Net WebRTC Client is easy to
compatiblewithvarioussystemcon gurations,
overlay of policy and business rules governs including VoIP, TDM, and blended environments
deploy and use, and represents the most Microsoft Lync
the lifecycle management approach for this RECITEM Snapshot
effective unified communication client
generation.
Microsoft Corporation has c RECITEM as availabletoday.Itsupportsmany
he fourth generation of telecom management Lync 2013 compliant. This c ation means RECITEM Snapshot isaDesktopClientthatadds
quantiies the business value of the telecom that our integration level ers Microsoft Lync Screen Capture and Live Agent Notes to the
platformsincluding Mitel, Avaya,
RECITEM Xpress package. RECITEM Snapshot
estate. All attributes of the third generation
users the ability to record conversations in any Lync mode, client, remote users, mobility users, ShoreTel, along with numerous
can be seamlessly added to RECITEM Xpress
are essential to this objective. he technical, federated users and Lync Conferencing. Through other SIP-based PBX
to provide a 360-degree view of the customer
inancial and operational aspects of a telecom our advanced integration, call setup times interactione.nvironments.
environment must be understood, controlled are reduced while preserving the
and optimized to ensure that service-to-cost recorded in a central, searchable database. RECITE MasCM
Contact us today to
value is delivered; however, the fourth generation By adding RECITEM software modules such RECITE MasCM is a PCI Compliance Module that
find out how this new technology can
transcends cost control as the end-state goal of as SnapshotM and MasCM, the Lync recording
incorporates voice muting and screen capture
enhance the way your staff does business.
telecom management and establishes strategic blocking during compliance portions of the can be enhanced with PCI Compliance and
contribution to business results as the primary customer call, rendering sensitive information ScreenCapture.RECITEMisoneofthefewLync
objective.
unplayable by any member of the organization. recording systems on the market that can er
Learn how you can convert this opportunity into revenue

Controlling the cost of the telecom The Compliance Module supports both PCI and these advanced features a ordable price.
for your organization, by offering end-customer contact
environment illustrates good business sense; HIPAA Compliance standards.
center experiences that are more customized, effective and
measuring the business value generated by the engaging thanks to the WebRTC-enabled solutions
telecom environment illustrates strategic business
vision. Welcome to the fourth generation of the WWW.NUMONIX.CO sales@numporondiuxc.ecdoby Vo1ic-e84N55et-.NUMONIX 1-561-9522600
telecom management industry. n
Download the Frost & Sullivan
WebRTC Client
white paper on WebRTC Best
Practices Research and
A browser-based, unified communications desktop experience that is part of the
Voice4Net WebRTC Client
Voice4Net WebRTC Framework Suite.
at www.voice4net.com/frost
WebRTC revenue opportunities!
The Voice4Net WebRTC Client is easy to deploy and use, and represents the most
p1-28_TR_Sep/Oct_2014.indd 24
15/10/2014
17:04
effective unified communication client available today. It supports many
Contact us today www.voice4net.com
platformsincluding Mitel, Avaya, ShoreTel, along with numerous
other SIP-based PBX environments.
t
Contact us today to
n
find out how this new technology can enhance the way your staff does business.
u can co nvert this oppor (214) 237-7600 www.voice4net.com
Learn how yo tunit y into revenue
nizat nces
by offering end are more custo
for your orga center experie
-cust mize
omer d, effec
contact
tive and
ion, that
tioengaging thanks to the WebRTC-enabled solutions produced by Voice4Net.
ns
(214) 237-7600
Download the Frost & Sullivan
www.voice4net.com
white paper on WebRTC Best
Practices Research and
Voice4Net WebRTC Client
e.
at www.voice4net.com/frost

(214) 237-7600 www.voice4net.com
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ost
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