HigherGround Praetorian Voice Recorder is a complete telephone call recording solution with ISDN, Digital, Analog and VoIP recording capability. HigherGround Praetorian can be implemented with the Cerato VCSe family of SIP communication servers or with a legacy PBX system. HigherGround Praetorian Voice Recorder can be delivered in a Standard Edition for robust, feature-rich call recording solution and Pro Edition which includes an enhanced reporting interface.
Voice Recording Technology
IP Recording
IP recording utilizes a feature of IP network switches called port mirroring. This feature provides the capability to copy data packets from one port on the switch to another destination on the network.
The HigherGround Praetorian recording solution offers three primary mechanisms to capture data packets, and we help to configure the best possible solutions to support your existing infrastructure. Options are:
- Recording all the in/out bound traffic (but typically not internal calls) this offers one point of contact for recording.
- Recording individual phone ports enabling you to record inbound, outbound and internal traffic for selected IP phones
- Recording all the phones within a VLAN. This will also allow recording of all inbound, outbound and internal traffic of designated IP phones.
Trunk Recording
Trunk recording can often be the most cost effective way of recording large numbers of extensions as recording "cards" are used to cover the total number of incoming phone lines.
Trunk recording enables all incoming and outgoing calls to be recorded without investing in a recording channel for each individual phone.
Another key benefit to this type of recording is the ability to record an entire inbound call. You will be able to record all segments of the call, even if this call is transferred to multiple different agents. Recording an entire call in this manner is often referred to as 'cradle to grave recording.
Station Recording
Station recording provides the ability to record all calls that are handled by the extensions connected to the recording system. This includes inbound, outbound and station-to-station calls. Only calls handled by the phones connected to the recording system are recorded. Utilizing the HigherGround Praetorian 'Auto-Record' module, we are also able to track an agent's movements in a free seating environment via their unique network login.
HigherGround Praetorian Voice Recorder is a complete telephone call recording solution with ISDN, Digital, Analog and VoIP recording capability. HigherGround Praetorian can be implemented with the Cerato VCSe family of SIP communication servers or with a legacy PBX system. HigherGround Praetorian Voice Recorder can be delivered in a Standard Edition for robust, feature-rich call recording solution and Pro Edition which includes an enhanced reporting interface.
Voice Recording Technology
IP Recording
IP recording utilizes a feature of IP network switches called port mirroring. This feature provides the capability to copy data packets from one port on the switch to another destination on the network.
The HigherGround Praetorian recording solution offers three primary mechanisms to capture data packets, and we help to configure the best possible solutions to support your existing infrastructure. Options are:
- Recording all the in/out bound traffic (but typically not internal calls) this offers one point of contact for recording.
- Recording individual phone ports enabling you to record inbound, outbound and internal traffic for selected IP phones
- Recording all the phones within a VLAN. This will also allow recording of all inbound, outbound and internal traffic of designated IP phones.
Trunk Recording
Trunk recording can often be the most cost effective way of recording large numbers of extensions as recording "cards" are used to cover the total number of incoming phone lines.
Trunk recording enables all incoming and outgoing calls to be recorded without investing in a recording channel for each individual phone.
Another key benefit to this type of recording is the ability to record an entire inbound call. You will be able to record all segments of the call, even if this call is transferred to multiple different agents. Recording an entire call in this manner is often referred to as 'cradle to grave recording.
Station Recording
Station recording provides the ability to record all calls that are handled by the extensions connected to the recording system. This includes inbound, outbound and station-to-station calls. Only calls handled by the phones connected to the recording system are recorded. Utilizing the HigherGround Praetorian 'Auto-Record' module, we are also able to track an agent's movements in a free seating environment via their unique network login.
Whether you need to record telephone calls for compliance, training or quality purposes Teltronics Call Recording provides fast, easy to use features to simplify the most complicated tasks.
You may wish to record calls for legal compliance or to help settle disputes quickly and efficiently. Implementing a call recording solution offers the most effective and affordable way of demonstrating compliance.
Many companies use call recordings for training staff and improving productivity. Reviewing recorded calls with employees can provide managers with a powerful training tool.
HigherGround provides full time liability recording, random recording for quality monitoring and recording on demand. HighGround lets you digitally record and store every agent-customer interaction to redundant hard drives and instantly find, access and replay any call recording directly from the desktop. In addition, HigherGround routes call recordings via email and archives them to durable, space-saving, removable external hard drives for desktop access to unlimited hours of call recordings.
HigherGround Praetorian Standard
Standard Voice Recorder is a complete telephone call recording solution with ISDN, Digital, Analog and VoIP recording capability. HigherGround can be implemented with the Cerato VCSe family of SIP communication servers or with a legacy PBX system.
HigherGround Praetorian Pro
Pro includes Report Commander for easy reporting and immediate statistics, Voice Archiver for unlimited storage, Report Archiver for storage of critical data, Control Tower for centralized management, Instant Retrieval for immediate access, Real-Time Voice Monitor for monitoring calls as they happen, Digital Signature for authenticity verification, Instant Messaging for real-time training and agent coaching, and a host of security and single-point control features.
Lets you record workstation screen actions and replay in sync with voice recordings. Screen Capture provides greater control and information feedback to supervisors. See What Your Agents are Up To:
- Screen Title Tracker tracks agent workstation windows opened during calls to ensure efficient use of time. Train in Real-time and assist with Critical Calls
- Remote Screen Controller takes over an agent's mouse and keyboard from another workstation for hands-on training and assistance right when it is needed. Review Wrap-Up Procedures
- Post-call capture continues capturing screens for a designated number of seconds after a call has been completed. Monitor multiple agents from your desktop
- Specific user view gives supervisors greater flexibility in accessing individual agents without changing screens. Expand Your Control
- Get automatic notification by designating what and when to trigger screen capture with Window title and API triggers. Maintain Optimal Computer Speed and Operation
- Optimized CPU usage reduces the impact of screen capture on system operations
QA Monitoring with the HigherGround Mentor QA SuiteTM enables contact center managers to easily
- Evaluate agent performance,
- Identify low-skill areas and set benchmarks for agent productivity,
- Increase customer satisfaction by monitoring and evaluating agents to identify training and coaching needs, and
- Provide best-practice procedures and examples for agents to help them learn to handle calls more effectively and efficiently-the first time.
Recording and monitoring calls in conjunction with corresponding screen data allows you to have direct control over your contact center's performance. Mentor QA Suite provides the necessary tools to improve your agents' performance and deliver quality service to your customers while presenting a consistent and accurate corporate message.
With the Mentor QA Suite, you will ensure that every customer has the best possible experience whenever they call your company.
- Calls are answered promptly and courteously.
- Stop problems before they start. Live monitoring and instant feedback capabilities enable managers to step in and help agents resolve conflicts and complaints effectively.
- Use real life examples of call interactions to thoroughly train your agents.
- Identify peak call traffic times and adjust staffing schedules accordingly.
- Target specific issues and low-skill areas for correction.
- Form a complete picture of your contact centre's overall performance using data obtained from recorded calls.
The HigherGround Telecom BI SuiteTM is a flexible and easy-to-use contact center analysis and reporting tool that enables you to gather telecom business intelligence using customized KPI's - Key Performance Indicators, enabling a comprehensive view of contact center performance.
The core of the Suite is Report Commander Pro which integrates data collected from the phone system, ACD system, CTI and enterprise databases to account numbers, companies and contacts in customer databases. It will also associate this data to call recordings, screen captures and attachments to calls - all in a single, intuitive interface for data analysis, secure intelligence and report generation on virtually any criteria.
- Call Management Statistics,
- Enterprise Network Licensing that supports multiple users,
- Multi-Site Integration that centrally generates reports from separate sites,
- Centralized Collection/Reporting that combines data for integrated reports, and
- Voice/Data Replication for redundancy and disaster recovery.
Financial institutions in the UK will soon have to record and store telephone conversations under new regulations introduced by the Financial Services Authority. From March 2009, companies will have to record all telephone conversations and electronic communications relating to client orders and the conclusion of transactions in the equity, bond, and derivatives markets. Hedge fund managers, stockbrokers, dealers and traders will all have to record their calls.
The FSA regulates the financial services industry and has four objectives under the Financial Services and Markets Act 2000: maintaining market confidence; promoting public understanding of the financial system; securing the appropriate degree of protection for consumers; and fighting financial crime.
Contact Teltronics today to discover how our HigherGround Praetorian Call Recording platform can provide you with full time compliance recording and quality monitoring.
Teltronics suite of products provide tailored solutions that are fast and easy to use, will simplify complicated tasks, satisfy your strictest reliability standards and give you the best value for money.
FSA Policy Statement (PDF)
