Public transportation call centers, like all governmental agencies, demand rigorous quality protocols and heightened security systems. Most organizations utilize analog, digital, VoIP and landline devices today. When you want to architect a conversation capturing system that fully supports existing telecom and future expansion, it is important to follow Avaya call recorder best practices when updating your equipment and software. Look for these three key capabilities when searching for call recording equipment that will work with your existing Avaya PBX models and media gateways.
Avaya Call Recorder Best Practices #1: Call Capturing Must Support Diverse Media
The enterprise call center data is essential for training, compliance monitoring, efficient information sharing, response planning and implementing preparedness plans quickly. To accomplish these goals, best practices require a flexible system engineered to capture diverse media, including voice, text, screen shots, radio and cloud-based communications. Avaya call recorder best practices, then, must include mechanisms to not only record and monitor conversations but also to index and retrieve files for reporting and analyzing performance metrics with internal and external partners.
Avaya Call Recorder Best Practices #2: File Access Must Be Efficient & Easy
ATIS Digital unified communications solutions allow public transportation contact centers to search records via key parameters, such as agent, group, ANI, duration, agent comments, DNIS, custom fields, extensions and other relevant data metrics. With only a few clicks, agents and supervisors must be able to retrieve, rewind, playback or share any file. User friendly systems improve accuracy and call center performance.
Avaya Call Recorder Best Practices #3: Maintaining Security & Privacy
Enhanced web-security protects every consumer and your organization with functionality that includes call masking capability that allows agents to temporarily “hide” part of the conversation to protect personal information from unauthorized view, such as social security numbers, addresses, and health information. Your team should be able to establish call capturing schedules ranging from recording all incoming calls across all media to only recording part-time for quality control monitoring.
Whether you choose to record inbound and outbound calls or only record incoming calls, you should be able to encrypt recordings and assign security access keys that protect data from unapproved viewing, while allowing anyone with appropriate security clearance to retrieve and play back files from anywhere there is a secure internet gateway.
ATIS Digital Turnkey Solutions To Support Avaya Communication Systems
Our turnkey solutions combine the power of state-of-the-art hardware and best in class software to capture all your conversations in the public transportation sector. We invite you to call ATIS today to schedule a comprehensive assessment of your communication strategies. If you need a complete solution that fits your organizational needs, workflow patterns, financial circumstances and call volume, we offer best-fit technology that complements Avaya call recording best practices.