SENTINEL CAPTURING CUSTOMER INTERACTION

As we move towards the digital age, implementation of stringent controls and regulations by relevant authorities across various industries have led to a proliferation of information logging systems that enable contact centres to record, track, audit and archive communications interactions between callers and contact centre agents.

In today's competitive world, one key factor that distinguishes one organization from the other is customer service. Getting to know one's customers are getting to know one's business. Merely recording communications interactions are not enough. You need more information from your contact centre to know your customer. Having in-depth knowledge of your organization's customers' profile, trends, requirements and feedback gives you an insight to your business and the edge to stay ahead of the competition.

The Veriva Sentinel Interactive Communications Recording System has been designed to meet the day to day challenges of contact centres. Suitable across multiple industries from financial trading rooms, customer service centres, public safety control centres, the Veriva Sentinel provides you with a reliable and resilient solution across an enterprise environment.

Veriva Sentinel understands that every organization is different. With a flexible architecture and customizable requirements, the Veriva Sentinel offers scalability from the smallest contact centres with basic features to large scale contact centres with data mining functionalities and 3rd party integration.

MIX TELEPHONY RECORDING PLATFORM

Not every organization has the same type of telephony system across the network. Veriva Sentinel enables you record and manage different type of telephone interfaces over a single interface. All customer interactions originating from analog PSTN, digital PBX, dealerboard and ISDN telephone interfaces can be captured on a single platform.

SCALABLE OPEN ARCHITECTURE

Veriva Sentinel is designed on a flexible and expandable open architecture concept using off the shelf PC components running on Microsoft Windows operating system. Your organization no longer incurs high maintenance costs and overheads that are very often link with proprietary systems.

FLEXIBLE AND CUSTOMIZABLE BUSINESS RULES FOR RECORDING

Capturing customer interactions based on Continuous Recording, Selective Recording, Scheduled Recording, Record On Demand and Record on External Trigger are all possible with the Veriva Sentinel. Your contact center is your business. Flexible business rules allow your organization to manage and supervise your contact centre according to your internal audit policies and compliance procedures. Seamless integration with 3rd party applications or your organization’s existing applications is also possible with our API connectivity kit.

 Whether your organization manages a single contact centre or multiple contact centers, Veriva Sentinel offers your network administrators and contact centre managers to supervise, manage and access recorded data easily over any LAN/WAN/Internet connection. Every user’s access control privileges are definable and customizable according to their access level within the organization. System administrators can easily create, track and manage system users remotely via an IP connection.

EFFICIENT DATA MANAGEMENT AND ARCHIVING

Data records can be retrieved based on a combination of criteria including date, time, caller ID, dialed number, agent, channels, remarks and tagged flags. Contact center supervisors can tag call records by different colour flags or add remarks for future reference. Additional criteria can be added to meet individual contact center’s requirements. All access to data records are via a browser based interface. Call records can be archived locally onto DVD drives or RAID-5 storage systems or any archive devices across the network.

INTERACTIVE PLAYBACK AND CONTROL

Monitoring of channel activity, ongoing conversations and channel status can be done with the Veriva Sentinel intuitive browser interface or desktop applications. Users can select one call or a combination of calls for playback over network. When a group of calls is selected, Veriva Sentinel playback the calls sequentially in chronological order.

VErecord - RECORDING ON DEMAND
Users can choose to control start and stop recording via the VeRecord desktop application or using the telephone keypad. Please contact us for PBX compatibility.

VEplay - INSTANT LAST CALL PLAYBACK
Very often, a contact centre agent would want to listen to the last call again once the call is finished. This happens all the time with public safety control centers. VePlay offers an unobtrusive desktop application that will instantly playback the last call transpired at the contact centre agent’s PC with a click of a mouse.

VEalert -DIAGNOSTIC ALARM MONITORING OFFERS PEACE OF MIND

With the VeAlert module, Veriva Sentinel makes one or multiple phone calls simultaneously to pre-configured telephone numbers and playback a recorded alarm message informing the support personnel what kind of alarms or faults have been detected by the system. The VeAlert is a proactive round the clock system monitoring agent that will inform your support personnel any system faults the minute it occurs.

VElive- LIVE CALL MONITORING OVER LAN
The VeLive module enables call center supervisors to listen in to a callcentre agent’s call via the network. The call centre supervisor can conduct quality monitoring on his or her own personal desktop easily without intruding onto the live ongoing conversation.