Call Recording
An award-winning enterprise-class compliance recording platform for Microsoft Team’s and 3CX voice, video and screen sharing
Call Recording Features
Evaluate workforce performance
Supervisors and quality assurance managers can monitor performance of their entire workforce or track individual agents to assess strengths, weaknesses, and areas in need of improvement.
Define your own metrics
The platform doesn’t try to tell you how to run your business. Instead, it allows you to design your own Quality Assurance and performance metrics and lets you accurately measure your employees with the key performance metrics indicators (KPIs) that matter to your business.
Create A Custom Agent Scorecard
The analytics solutions include an intuitive Visual Scorecard Creator that allows managers to easily create custom decision trees that accurately score and monitor agent performance based upon consistent standards for your enterprise.
Integrate performance data
Voice analytics data and agent scorecard data can both be exported to external systems and merged with other enterprise analytics packages and dashboards, such as Microsoft’s Power BI to provide consolidated quality assurance and performance reporting.
Call Recording & Reports
Integrating 3CX and Teams allows automatic call recording, ensuring you never miss important conversations. Customizable reports let you track team performance and identify areas for improvement.
One of the key features of the call recording software is the ability to easily look up past calls and you can quickly and easily search for past calls using a variety of criteria, including the date and time of the call, the phone number of the caller, and the name of the agent who handled the call.
This allows you to quickly find the information you need, so you can provide better customer service and resolve any issues that may arise. This can be useful in a number of situations, such as when a customer has a question about a previous conversation, or if you need to review a call for quality assurance purposes.
PCI Compliance
PCI compliance standards safeguard the personal data that customers share over the phone during financial transactions.
The PCI redaction permanently deletes the customers personal data from all call recordings, defending it from any exposure or theft.
AI Voice Analytics
Ai intelligence can interpret speech, as well as the sentiment behind it.
Ai-driven voice analytics provide a significant advantage in delivering the essential regulatory compliance that is at the heart of the CallCabinet offering.
How does call recording work?
Natural Language Processing
CallCabinet's Al-driven voice analytics system has a Natural Language Processing engine that uses context and emotional clues to more accurately determine what is being said. This allows the system to transcribe the complexities of speech in multiple languages, offering at least 10% better accuracy than any competitive voice recording systems.
PCI Redaction
Payment Card Information Data Security Standards (PCI DSS) require compliance voice data to be stored without sensitive customer account information. Al-powered voice analytics enable CallCabinet to perform PCI redaction automatically, ensuring that your enterprise is protected against human error.
Script Compliance
Contact center managers need to be certain that agents include required disclosures and legal disclaimers, and adhere closely to the scripts they are provided. CallCabinet's Al-driven voice analytics allows managers to find specific language in voice data transcripts to ensure all agents are compliant in their performance
4 layers of PCI Security
Audio Redaction
Audio Redaction permanently removes any sensitive spoken data from call recordings. CallCabinet masks the audio file across the call segment where PCI redaction occurs. The lock graphic to the left shows such an instance. Since the audio has been permanently scrubbed, CallCabinet skips this time segment and jumps to the next segment.
Transcription Hashing
Transcription hashing removes financial and sensitive customer data inside your CallCabinet speech-to-text transcriptions, replacing the sensitive text with hash marks, signifying that PCI data has been removed.
Screen Capture Redaction
Screen capture redaction masks financial data detected inside of CallCabinet screenshots. During playback, CallCabinet automatically redacts any screens that segment of the call, and resumes synchronously with the call audio.
Cloud Encryption
Cloud Encryption conceals the data on the CallCabinet Call Network with military-grade 256-bit AES rotating encryption.
