Fierce Competition in the Marketplace has Increased the Usage of Call Recording & Reporting. Are You on Top of Your Game?

Call recording and call reporting have become an integral part of many businesses today due to stiff competition, tighter regulatory compliance requirements, the need to provide proof-of-calls and the desire for enhanced security. While call centers have been using these solutions for many years to improve their overall quality and customer service, the need for call recording and reporting has grown in leaps and bounds in a variety of industries and business models.

TriVium Systems, a leader in the telecommunications industry, has more than 15 years of experience providing quality call recording and reporting platforms to all sizes of businesses, including small, medium and large-sized enterprises. Their customers span various industries including call centers, collection agencies and law firms, financial institutions, insurance companies, healthcare, educational institutions, government, assisted living and retirement facilities, hospitality, real estate and more. Most of their solutions are phone system agnostic – they work with IP, digital and hybrid phone systems - and can be deployed on single or large multi-location environments.

QUALITY CALL RECORDING & REPORTING

SonicView™ Call Recording provides a user-friendly, Web-based interface, making it easy to access recordings from any PC located on the network. It is built using the latest application architecture and provides a state-of-the-art user interface. New users can quickly learn the application without a great deal of complicated training involved.

THE BENEFITS OF CALL RECORDING

• Delivers a User-Friendly, Web-based and Intuitive Design – Benefit from an easy-to-use interface that does not involve complex training or the need for a great deal of support to maintain the system; supervisors have the ability to access system from any location at any time

• SonicView Enhances Coaching and Training to Increase Productivity and Boost Morale

• Enhances Employee Training, Coaching and Mentoring - The user-friendly recording system allows supervisors to easily manage calls, make notes when necessary and be able to splice call segments for coaching and training purposes so that agents can learn optimal client interaction strategies

• User-Friendly, Web-Based Design

• Offers Advanced Search Capabilities – Helps businesses locate information quickly and efficiently; ability to search Notes fields to easily locate specific call records

• Advanced Search & Search Filters Make Locating Calls Easy & Efficient

• Provides You with Scalability & Flexibility – Allows business to start out small and scale the system as the company grows

CallAnalyst™ Call Reporting is an award-winning call accounting solution that enables businesses of all sizes to manage their telephone systems and related infrastructures more efficiently and cost effectively. The solution addresses three main functional areas of voice communications management – Call Reporting, Billing and Trunk Analysis. CallAnalyst allows users to monitor and manage multiple phone systems whether they are TDM or IP-based in a networked environment. The system collects and processes Call Detail Records (CDR) to produce powerful historical drill-down reports that help manage costs and improve business productivity.
CallAnalyst Helps Heighten Customer Service Performance and Reduce
Employee Training Costs

THE BENEFITS OF CALL REPORTING

• Enhances Customer Service Performance & Productivity - Heighten customer service performance and reputation by monitoring customer support conversations; ensure employees
are providing the correct information to customers and are doing so in a professional manner

• Protects Your Company from Liability and "He Said/She Said" Situations - Phone conversations, when they are not recorded, can result into "he said, she said" disagreements. Without call records, companies can find themselves in seriously compromised situations that they may have
to defend in court.

• Solution Creates a Variety of Textual and Graphical Reports

• Automates Reporting on Your Calls – Schedule and deliver reports via email, print or FTP

• Allows You to Network Multiple Locations & PBXs for Centralized Reporting - Create reports across different locations without needing any software to be installed at remote sites.

• Helps You Understand Your Telephone Usage - Track and examine trunk utilization to allot new resources, re-deploy existing resources or otherwise reconfigure phone systems to maximize ROI; analyze whether employees are using their time on the telephones efficiently and effectively

• Traffic Analysis Module Helps Businesses Understand and Forecast Trunk Capacity

• Allows You to Monitor & Track Calls from a Central Location - Robust and scalable call reporting, billing and trunk analysis tools provide multi-site reporting from a central location; works seamlessly with different phone systems in multiple locations

• Helps Reduce Personal Calls & Telephone Abuse - Provide the management team with reports that log the most expensive calls and calls that are the longest in duration; use these reports to reduce personal calls and telephone abuse

• Gives You an Automated Bill-Back Tool - Bill residents or clients back for their phone usage; provides an opportunity for telephone system to be a profit center

• Campaign Manager Tracks and Helps Optimize Marketing Budgets

• Provides You the Ability to Perform Call-Costing - Precisely cost each call; recover costs and generate revenues