Cacti
Contact Centers today are being
asked to interact with customers via more and more mediums
such as audio, fax, web and email. This gives their
companies competitive advantages in the marketplace, while
increasing the complexity of managing performance,
efficiency, validation of information and the protection of
your company's assets. Cacti's software is designed to
enable companies to optimize their customer satisfaction,
training, validation of information and overall quality
assurance environment. By capturing information from any one
of these valuable mediums, companies are able to generate
additional revenue opportunities, improve profitability,
enhance customer retention and achieve greater customer
intimacy. Attalus
Communications is a licensed agent for Cacti Software for the design,
implementation, and support of their entire recording suite.
Cacti’s software recording
modules:
ObserveCTI™ Selective/Intelligence
Recording
ObserveCTI™ automates the management process by providing your
business a quality assurance tool, which provides business-driven,
selective/intelligent voice and data recordings without the need for a
proprietary voice logger. All recordings are categorized and stored for
later playback directly from your PC, remote location, web or any
touchtone telephone. Supervisors have access to multiple sites from
their PC and can control auditing from a single location within the
enterprise.
ObserveCTI™ also provides your contact center supervisors the ability to
perform audits on agents using a fully integrated auditing tool. Agents
are audited and scored based on your specific criteria defined by your
business. With a click of a mouse, the supervisor can listen and audit
the recorded calls and screens, simultaneously. At the end of the
session the supervisor can make comments, save or forward the audit to
the agent or management for review. The supervisor even has the ability
to chat with the agent and send valuable training material to the agent.
The supervisor can be alerted to pre-defined events as they happen. All
supervisors have access to performance reports to analyze and evaluate
performance of the individual agents, groups or auditors. With Cacti’s
ObserveCTI™, improving the quality of interactions with your customers
and your agents has never been simpler.
Click here to learn more about ObserveCTI™.
FocusRecord™ Total/Continuous Recording
FocusRecord™ provides your enterprise with a highly reliable server
based recording solution. FocusRecord™ continuously records, archives,
stores and provides high-speed access to thousands of hours of customer
interactions. FocusRecord™ allows for multi-user access capabilities
allowing playback of voice and screen sessions and real-time monitoring
of any agent, by any number of supervisors. Simply stated, it records
all transactions or conversations made by any agent or trader in the
Contact Center.
FocusRecord™ is a non-proprietary, completely server based (Windows NT,
2000 and 2003) system and can support up to 192 individual channels or 8
T1s of recording on a single Voice Recording Server Module or more
depending on requirements. Each FocusRecord server can optionally be
fitted to perform as a single server recording platform supporting VoIP,
analog, digital, and trunk side recording. As an added benefit
FocusRecord™ also supports digital station taps with D-channel signaling
support for unparallel integration to your existing system. FocusRecord™
provides you the ability for centralized archive recording using our
intelligent mass storage module or other storage devices such as network
storage, SAN, CD-ROM, DVD-RAM or Tape.
Click here to learn more about FocusRecord™.
Converge VoIP Platform
Converge VoIP Platform is based upon the proven technology of
ObserveCTI™ and FocusRecord™. Converge VoIP Platform allows your IP
based contact center to take advantage of Selective or Full time
Recording in one intuitive interface. With Converge VoIP Platform, you
have the ability to choose between the features of ObserveCTI™,
FocusRecord™, or both. With integrated e-Learning capability you can
send valuable training information to your agents with a click of a
mouse. Converge VoIP Platform supports all major standards of VoIP
including SIP and H.323, allowing to it work well with every type of
VoIP telephony solution on the market today.
Click here to learn more about Converge VoIP.
SurveyMaster™ Automated Survey
SurveyMaster is a user-friendly and comprehensive call survey tool
that engages your customers in a completely customized automated survey.
SurveyMaster is a completely interactive survey tool that allows
customers to provide feedback via any touchtone telephone or by voice
response to questions that you determine as key indicators for customer
satisfaction, compliance, employee campaigns, special campaigns or
quality assurance.
Using the functionality of your ACD/PBX, your customers can be prompted
to participate in surveys in advance. Customers can be automatically
routed at the completion of the call between the agent and customer, or
agents can simply route calls directly to SurveyMaster. By integrating
the SurveyMaster with ObserveCTI or FocusRecord, you build a total
quality assurance environment and have access to reporting information
from a single interface.
Click here to learn more about SurveyMaster™.
Guidance Performance E-Learning™
E-Learning™ is content and instructional training delivered directly
to your desktop and designed to build continuous knowledge and skills
related to individuals or organizational objectives. Guidance enhances
the possibilities of e-Learning by allowing your organization to use
existing quality assurance evaluation measurements to automatically
deploy logical and concise training throughout your Contact Center. Your
organization maximizes performance within your contact center and agents
are continually empowered and further enriched.
Cacti has integrated both e-learning and quality assurance recording
within the Contact Center. Guidance serves as an innovative,
comprehensive business tool. Your organization elects to use this
business tool as a stand-alone application, or integrate Guidance with
our Selective/Total voice and data recording or SurveyMaster (Customer
Automated Survey). You will immediately experience enhanced performance.
Your organization will be free to focus on customer service,
communications and continued agent development. You will be able to
quickly identify any gaps or concerns and immediately develop/deploy
resolutions.
Click here to learn more about E-Learning™.
ScreenLog™ (Data Screen Recording)
ScreenLog records agents' desktop activities during a transaction
and allows the supervisor to playback/review the recorded conversation
completely synchronized with the recorded screen sessions. This provides
invaluable insight into the agent's efficiency and identifies areas for
improvement. Cacti solutions supports randomized and full-time selective
recording of screen activities from a single server platform and can
easily be integrated with our ObserveCTI, FocusRecord or Converge VoIP
Platform software suites.
Click here to learn more about ScreenLog™.
Record ON Demand
Record ON Demand enables your contact center's agents to record
their activities real-time with a click of the mouse. By simply pressing
the "Red Button" icon on their desktop, agents can activate the
recording of their present conversation and screen sessions (requires
ScreenLogger application for screen recording), and annotate the call
for quick retrieval.
Click here to learn more about Record ON Demand.
Agent ON Demand Recording (AOD)
Agent ON Demand enables supervisors to activate the recording of
individual or multiple agents' voice and screen (requires ScreenLog)
activities real-time with a click of the mouse. By simply using the
user-friendly interface supervisors can select the specified agent or
agents from a drop down, and start recording immediately or schedule
recording for agents. Supervisors can then quickly retrieve the
recording for playback.
Click here to learn more about Agent ON Demand Recording.
Activate™ (Desktop Event-based Recording)
Activate!™ provides your enterprise the ability to initiate voice
and screen recording directly from the agent's workstations. Supervisors
and managers can configure Activate!™ to start recording on specific
keystrokes, applications, defined fields or screen positions. Activate!™
provides your organization a flexible, scalable, quality assurance
solution to record mission critical transactions, emails, web chats or
other interactions between agents and customers.
Click here to learn more about Activate™.
Real-Time Monitor™
Real-Time Monitor™ is a fast, simple monitoring quality assurance
solution that allows supervisors and/or agents to monitor desktop and
voice activities real-time. Voice and screen monitoring capabilities
provides a powerful impact to any quality assurance program. The
supervisor can also decide if they would like to record the transaction
while monitoring the agent real-time.
Click here to learn more about Real-Time Monitor™.
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