Business Intelligence & Call Management

• Feature-rich Hosted Voice Analytics platform
• Automatic search through thousands of recorded calls for compliance or security purposes
• Automatic phrase matching via our highly accurate matching engine
• Upload as many files and phrases as you require through our speedy, secure file uploader
• Rapidly transcribes audio in various languages
• VoiceCrunch e mails you once the analysis has completed with the findings
• View each order individually and find out where phrases have been matched
• Play back the call from each phrase start and end point to quickly listen to the match
• The Call visualiser also generates a handy wave form of the audio
• Most file types accepted. Best results are seen using uncompressed audio
• Pay Monthly with a set quota or Pay as you
• Can be used in conjunction with most call recording systems
• Perfect for use with the Vidicode Apresa Call Recording System
• Files are deleted as soon as they have been analysed by our matching engine
• Our Voice Analytics platform is hosted in a secure UK Data Centre
• 7-day free trial available

• Scalable Call Recording solution, ideal for any size of business
• Screen Capture for playback of PC screen activity during call
• Extension side recording captures internal calls
• Suitable for ISDN 2, ISDN 30, IP (SIP) and analogue lines
• Capacity up to 300 channels including mixed line types
• Store audio and screen recordings on demand
• HTTPS and AES 256 encryption for FCA compliance
• Programme whom you want to be able to playback calls
• User and access rights configurable in user level structure
• Automatic regular back-up of recording to network drive
• Includes 500Gb hard drive for up to 150,000 hours capacity
• Pause record for credit card security & to comply with PCI DSS
• Live call monitoring
• GDPR, PCI & MIFID II Compliant recording
• Software only version available
• Linux based system

Options:

• Double sized hard drive for up to 150,000 hours capacity
• RAID 1, RAID 5, Store to NAS/DVD/RDX
• Agent evaluation and scoring system

The Apresa can record the following IP protocols

• H323 in various sub-forms for Avaya and Panasonic
• Cisco SCCP (Skinny)
• AASTRA 5000 VoiPH.
• 248 Megaco used by Toshiba and some other brands)
• Siemens HFA (Cornet IP)
• Ericsson/AASTRA MX-one
• Other protocols are often sub standards from SIP or H.323 and can normally be implemented on receipt of correct Wireshark traces.

• Contact your customer groups with targeted SMS text messages
• Create, save, edit, test, schedule and send campaigns at the right time with Comapi Broadcast
• Current platform uptime of 100% and a 99.95% SLA delivers a high-quality service
• Access to all global networks and we are not tied to specific providers meaning we can intelligently route messages
• Schedule one off campaigns or set them to repeat daily, weekly or monthly saving time and giving you control
• Manage customer preferences, for example opt-outs in real time and automatically
• Historical’ or live filtering to filter out mobile numbers that are not live, so you only pay for SMS that are delivered
• Comapi’s tracking service shortens a URL to make it more character friendly
• Track who, how many, when and how quickly your customers are engaging with your SMS
• You can even post a live event to your system based on a click-through
• Messages are sent from local numbers to ensure customers can receive & reply to SMS at local rates
• We report real time on every message, by confirming the message receipt status

• 2 billion Facebook messages between people and businesses a month
• Message your consumers on their preferred social network
• Use the Messenger Plug-in to allow simple customer opt-in and start notifying them by Messenger
• Send text, image, audio and video
• Create, save, edit, test, schedule and send campaigns at the right time with Comapi Broadcast
• You can now send messages into Facebook Messenger via the Comapi platform
• Schedule one off campaigns or set them to repeat daily, weekly or monthly saving time and giving you control
• Manage customer preferences, for example opt-outs, in real time and automatically
• 3 Messenger options to choose from
• Synchronise customer profile data with your CRM system to enhance what you know about prospects and customers

• Single user
• 6 standard reports
• Searchable call lists
• Report filtering by extension, DDI etc.
• Full call management screens on PC or wallboard
• Every call logged; Incoming, Outgoing, Abandoned
• An installation service is available on request

• Full call management screens available on PC or wallboard
• Every Incoming, Outgoing and Abandoned call is logged
• Company, team, department and individual activity
• Unreturned calls identified for proactive follow up
• Choice of screen view, rotating automatically
• Screen view includes coloured tiles, graphs and spreadsheet
• Screens can be tailored to individual users
• User programmable reports automatically keep you informed
• Alarms identify misuse, toll fraud or PBX hacking
• Call costing option particularly suitable for charging guests
• Identify slowly answered calls, long ring times and much more
• Calls in a queue, extension and DDI status for Panasonic PBX's
• An installation service is available on request

• Call Control from the computer desktop
• Personal call statistics display
• Click and dial in different applications
• Personal phone book
• An installation service is available on request

• Configure customised phone books providing one click dialling to contacts
• Action screens allow speed dials and access to frequently used functions with one button press
• Screen pop information about the customer calling in from linked access to in-house databases
• Service code action buttons
• 10 pages of action buttons per user
• An installation service is available on request
• Standard Application
  includes link to popular CRM and Accounts packages including SAGE, ACT, GOLDMINE
• Professional Application includes custom screen pop database support

• Compatible with most telephony platforms
• Web based client
• SQL database architecture & SQL Reporting Services reports architecture
• Powerful Carrier Tariff interface
• Directory and Information Services
• Serial & IP call logging
• Over 60 powerful reports for system performance, service levels, grades of service and agent/team evaluation
• Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)
• Logging, reporting and playback of optional CyRecord™ call recordings
• Multi-user and multi-site support
• Account Code tracking for project/Item billing

• Compatible with all leading PBX brands
• SIP (Session Internet Protocol) trunks and extensions
• ISDN 2 (Basic Rate) ISDN 30 (Primary Rate) & Analogue
• Search & playback via CyReport web client
• Files compressed and encrypted as standard
• Audit reports for compliance requirements & security
• Calls can be saved and exported or e mailed as an MP3 file

• Up to 110 powerful reports for system performance, service levels, grades of service and agent/team evaluation
• Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)
• Logging, reporting and playback of optionalCyRecord™ call recordings
• Multi-user and multi-site support
• Account Code tracking for project/Item Billing
• Compatible with most telephony platforms
• Real-Time ACD Agent status
• Real-Time ACD group statistics
• Real-Time agent tickertape
• Range of report services including:
  • Idle, Busy, Wrap-up, Break, Out of service, Logged out
  • Agent presence & Statistics
• Web based client
• SQL database architecture & SQL Reporting Services
• reports architecture
• Powerful Carrier Tariff interface
• Directory and Information Services
• Serial & IP call logging
• Cloud or premise based
• Modular updgrade options

>Dashboard Features

• Real-time at a glance statistics
• Set targets or thresholds and be alerted of statistical changes by playing a sound, changing a colour, by email and/or SMS
• User Configurable
• Desktop or Web Browser based for operation anywhere
• Create unlimited profiles/layouts
• Multiple Graphs - Figure, Grid, Bar, Pie, Speedo TTicker Tape with configurable settings for team messages
• Data farm of statistics from CyReport, CyRecord, CyCC, CyCall or CyLive according to applications installed
• Can be configured to external databases for additional data presentation

• Use standalone or linked to your CRM
• Click to dial from database & CRM or from anywhere in Windows
• Screen pop of customer details
• Drag and drop call control
• Call Answer/Hold & Transfer
• Inbound/Outbound/Missed call history
• Compatible with Mac PC’s
• Shows ‘presence’ of home workers
• ‘Presence status’-set your availability
• See your co-worker’s availability
• Set Teams and Queues
• Transfer calls from one queue to another
• Campaign and call completion codes
• Call and message alerts
• Optional call recording integration

CRM & Database Integration

• Microsoft Dynamics CRM 3.0 & 4.0
• GoldMine
• SalesLogix
• Maximizer
• SalesForce CRM
• Swiftpage Act!
• Microsoft Outlook/Access
• Custom integrations & free API available

Full IP Contact Centre Suite

• Multi-Channel & Social Networking
• Business Intelligence Reporting
• Skills Based Routing
• Real-Time Management
• Real-Time Configurable Dashboards
• Unlimited queues
• Remote & Multi-Site Support
• Agent Break Management and Workflow Adherence
• In queue options for callers
• Queue Scheduling

UC Desktop Agent Interface

• CRM Integration
• Click to Dial
• Drag & Drop
• Presence
• Messaging
• SMS
• Completion Codes
• On-Screen Wallboard
• Queue Name Shown on Agent Screen

Multi-Media

• Phone
• SMS
• Email
• Fax
• Twitter
• Facebook
• Web Chat
• Web Call-back
• Call back in queue

Powerful Add-Ons

• Call-back in Q
• Web Call-back
• Email, Voicemail & Fax queuing
• SMS Gateway
• Voice Recording
• IVR
• Tele-Marketing (Outbound CC)
• Web Chat
• Social Media Integration

Full Multi-Channel IP Outbound Contact Centre Suite

• Campaign Administration Interface
• Business Intelligence Reporting
• All Campaigns and Agents available activity in Real Time Screen
• Campaign Schedule for Auto Able/Disable
• Preview/Progressive/Pre-Emptive Dial Modes
• Predictive dialling option
• ‘Do Not Call’ Compliance Measures
• Database/CRM Integration
• Optional Voice Recording
• Integrated Reporting – over 150 Reports
• Configurable Completion Codes and Wrap-up Times

UC Desktop Agent interface

• CCRM Integration
• Click to Dial
• Screen Pop
• Drag & Drop
• Presence
• Messaging
• SMS
• Completion Codes
• On-Screen Wallboard
• Integration with customer database or CRM

Powerful Add-Ons

• SMS Gateway
• PCI DSS Compliant Voice Recording
• IVR
• Web Chat
• Social Media Integration
• Agent Evaluation & Training Module
• Customer Satisfaction & Survey Module

Predictive dialling option

The Predictive Dialler, uses a very specialised and complex algorithm by measuring and automatically adjusting its process to be its most efficient, including considerations such as below:

• Average Ring Time
• Success Rate
• Max Dropped Call Rate
• Connect Rate
• Over-Dial Rate
• Agent Available count
• Average call Handling Time

• To follow

• To follow