TELEPHONY RECORDING | Customer Engagement

For the following reasons, including: Audience awareness, Quality assurance, Better sales, Training aids, Performance reviews, Liability, Compliance, Profit enhancement, call recording is a critical part of customer interactions management. Call recording can't prevent mistakes, but it can certainly rectify or remedy some.

Lockstone offers you a customer requirement oriented call recording solution which is adapted to all kinds of telephony interfaces including: Analog trunk / extension, digital trunk (ISDN BRI / PRI, E1 / T1), digital extensions, VoIP trunks / extensions, as well as discrete radios and trunked radios.

After many years‘ exposure on customer sites around the world, Lockstone's call recording solution have been broad, deep, well recognized

Low Cost Ownership

Counted by concurrent calls, simple and easy to understand, no hidden cost

Robust & Reliable

Modularized architecture without sacrificing functionalities and flexibility

Flexible Deployment

On Cloud or on premise, depending on your requirement.

Highly Scalable

From SMB to carrier-grade applications, we provides you the most suitable solutions.

Integration

Ways

to record your customer interactions

Passive Mode(Automatic Recording):

In TDM environment, Lockstone's recorder (LAS as short in the following chapters) captures voice by tapping on telephone wire with high impedance interface card, and collect call details information through D-Channel (Digital) or FSK (Analog). Call recording will be triggered and termination by on/off hook events automatically
In VoIP environment, LAS passively sniffers RTP packet through Mirroring Point on network switch and decodes the CTI or SIP signaling from which the phone’s on/off hook events will be extracted. In order to make sense of packets being received, C is able to map the voice data steams to the physical agents’ stations or extensions by using IP address (Static) or MAC address (DHCP).

Active Mode(Application Invoked Recording):

In active mode, LAS interacts with CTI server, to invoke the recording session for active call through all kinds of SDK such as TAPI/JTAPI, TSAPI and SRC etc.
Recording in active mode might be more flexible compared with Passive mode (Automatic Recording), you are able to perform selective recording, recording load-balance and redundancy easily.
However, it needs additional telephone lines (or license）which will be used to connect the call recording equipment to the telephony system

Criteria

to locate recorded interactions quickly and conveniently

Create predefined search templates
support of saving the most frequently used searching combinations
Follow up on call routes by LAS scenario reconstruction
Customer defined private-owned searching criteria
Full-text search by transcribed word (ASR engine required)
Calls can be searched by any combination of search criteria
Automatically records pushed to 3rd party applications via transaction ID

Calls

can be simultaneously monitored

Monitor two agent’s calls in real time via left and right channels (head phone or stereo speaker is required)
Monitor agent’s screen at any time
Immediate Replay:Instant playback while call still in progress. it will significantly improve work efficiency even though the supervisor might have missed parts of audio conversation between the customer and a certain agent. In case there is something wrong found during the telephone conversation, a supervisor is able to immediate retrieve the call from the very beginning. It helps call center supervisor/dispatcher make decisions in real-time

can be reconstructed into one conversation

up to10

Recorded Segments

In VoIP environment, LAS can gather all transferred calls and consultative calls made by agents to supervisors and combine them into single interaction during playback .

Once a telephone conversation transferred or put on hold, the traditional call recording solution will cut it into multiple recording files, which are hard to bundle together for complete conversation retrieval. LAS provides you Scenario Reconstruction technology to enable you to replay the multi-calls from the beginning to the end automatically by simply double clicking any record of this conversation.

PCI-DSS, MIFID II

Regulations

fully comply with

Comply with PCI-DSS, MiFID II industrial regulations, LAS provides:

Strict user-defined password and user permission management
Support verification code
Pause and resume recordings, mute and mask sensitive Data (DTMF)
Multi-level access control (Extensive rights can be defined for different users).
Highest security compliance with PCI-DSS
LAS provides two encryption algorithms, free proprietary encryption algorithm and Microsoft AES 256 - bit encryption algorithm
LAS supports Secure Socket Layer, Transport Layer Security (SSL/ TLS) to secure transporting recordings and call information over the network.
supports LDAP/Active Directory
support HTTP/HTTPS
File Watermarking to ensure file authenticity
Detailed Audit Trial Log - provides a detailed audit trail log that records all user activity within the system

Automated

Alarm

Diagnostics and Alarm - Continuous self-diagnostics for major operation modules like Database Operation, system hardware, storing and backup device etc. Through email and alarm client application, LAS provides:

Automated Alerts and notifications for any abnormal system behavior
Recording service running status
Automatically restore recording service once fatal errors detected
Storage room usage ratio detection
System resource like CPU, Memory usage ratio detection

Notified Tool - Pure alarm tool, designed to install on each client computer.

the option to view the list of alerts in the client computer, monitoring, detection and quick solution in real time.

Bridge

App

to your customer interactions

Many AI applications such as speech recognition (ASR) , Speaker Identification (Biometrics Identification) require that the conversion in audio format to be streamed into AI engines in realtime. There are many different types of communication platforms running on customer sites, how to abstract Audio from all kinds of communication protocols becomes mission-critical and difficult for AI application vendors.

LAS Bridge enables your AI applications vendors to focus on their specific tasks. Through LAS SDKs, you have multiple choices including Websocket, UDP, SIP/RTP, MRCP and SIPREC to stream voice from different communication platforms to your own AI applications without understanding/working on those complex protocols.

More than that, LAS Bridge offers the the following features to help you increase your AI applications' performance and precision:

Customer and Agent voice stream will be separated into to two independent streams before delivered to AI applications, which significantly increase its precision.
Built-in noise reduction, AGC algorithm
Built-in Automatically Silence reduction or VAD (Voice Activity Detection), AEC (Automatic Echo Cancellation) algorithm for offline audio data processing, in order to increase AI application performance like Voice Analytics, Biometrics Voice Identification (Voice Print) etc

360

Degree

Optimize Your Contact Center Performance

LAS VA helps organizations identify service gaps and enhances Customer Experience by capturing, evaluating and analyzing customer interactions, increasing customer loyalty in today’s competitive business environment.

A proprietary report tool and CIS form Designer makes it easy and intuitive to design Agent Scoreboards and Dashboard style reports in a simple easy format making every aspect of Agent call/performance clearly visible

Including Evaluation, Scoring, Silent monitoring, Screen capturing and reports
Web-based application platform with a privately owned Scoring form designer and a powerful reporting tool
Simple to use – create scoring forms by drag & drop approach
RFE – request for evaluation, create your own business rules for distributing agent evaluation tasks for your supervisors
Multiple out of the box report templates covering most reporting needs for recording and scoring statistics
Create your own report templates by your organization rules

Calibration - Keep all evaluators synchronized across the organization

Hybrid

Cloud

architecture lower your total cost of ownership

LockStone provides an intriguing alternative to standard recording/call quality assurance software installation in the business environment (traditional model), where you have to build the server, install the application, and configure it. Instead, the QM applications reside on a remote cloud network accessed through the web or an API, and it works like a rental. You and your organization have the authorization to use it for a period of time and pay for the software that you are using. Considering data security requirement, you can still deploy your Interactions Recorder on premise. This hybrid cloud solutions help your organization:

Reduces the time spent on QM application installation and configuration and can reduce the issues that get in the way of the software deployment
benefit lower cost savings since it usually resides in a shared or multi-tenant environment, where the hardware and software license costs are low compared with the traditional model
easily to scale up to unlimited user licenses without buying another server. Additionally, you'll have the flexibility to be able to scale your QM use up and down based on specific needs.

Integration

Trunk Side Recording– Captures all outbound / inbound calls and data events by tapping the voice gateway. Call identification relies on the Avaya AES for matching extension and Trunk ID (calling party). Note that with a trunk-side solutions internal calls are not recorded.
Station Side Recording– All outbound and inbound calls, as well as internal calls are recorded.
CTI TSAPI Connection –Receives additional telephony data attributes including UCID, VDN, DNIS, ANI, agent name, and IVR information.