Omni-channel voice recorder
Call recording helps in improving customer service by enabling your managerial staff and supervisors to review actual telephone conversations, allowing you to address customer issues quickly and fairly.
VoIP Lines is a multi-line voice recording
Xtend Voice Logger for VoIP Lines is a multi-line voice recording solution that can be used to record H.323/SIP VoIP calls occurring on your network.
Analogue multi-channel voice recording
VX Voice Logger is a 2-line voice recording solution that can be used to store your traditional PSTN and Analogue line recordings.
Xtend Voice Logger VoIP Lines
Xtend Voice Logger for VoIP Lines is a multi-line voice recording solution that can be used to record H.323/SIP VoIP calls occurring on your network. Call recording helps in improving customer service by enabling your managerial staff and supervisors to review actual telephone conversations, allowing you to address customer issues quickly and fairly.Mindful of the fact that conversations are recorded and can be reviewed at any time, employees tend to be polite and courteous on phone and follow company policies and procedures when dealing with customers and prospective clients.Voice logs can also be used to implement personnel performance reviews, perform self-appraisal and train customer support staff to handle calls in difficult situations. The presence of voice logs also ensures that records are maintained for resolving customer grievances and disputes.Connected to the mirrored/monitored port of the managed switch, Xtend Voice Logger logs complete call details including Caller ID, call duration, time of call, time to pickup and the audio of the VoIP call. The solution can scale to 120+ channels per PC. It is possible to mix and match Xtend Voice Logger for Analog Lines and Xtend Voice Logger for Digital trunks together with Xtend Voice Logger for VoIP lines, and the software will present a combined unified browser interface for accessing all connected devices.Unique features present in the product include client popup software that enables call information to pop up on any agent PC, integration capability with any CRM software, remote audio live snoop capability and a browser-based user interface that enables remote access from any PC on the network.
Stereo audio logs of all calls
All telephone conversations are recorded in stereo and stored in the industry standard wave format. Compression levels can be defined to enable storage of large volumes of audio data in compressed format. Audio can also be exported as MP3/PCM/GSM files.
Browser-based user interface
The easy-to-use browser-based user interface makes it easy to administer the Voice Logging System from any part of the world. Supporting multiple user access levels, the user interface helps supervisors, managers and top-level executives to review logged conversations, search and locate records and generate reports for further analysis.
Alerts and client-side popups
Use of the Xtend Logger Client application enables any agent to be notified of active calls taking place in the organisation. The Voice Logger also generates alerts in order to inform the agents regarding any low-resource / failure condition.
Powerful search and reporting
Use the powerful filter search capability to locate specific records. Use the reporting capability to quickly view call reports for a specific time period. Export search results to folder, .zip or Excel format for further analysis. Monitor live call status and snoop live calls.
Call record commenting and tagging
Use the built-in tags or customise your own tags and assign to specific call records so that records can be quickly located at a later date. In addition, notes can be added for each call record and can be retrieved at a later date via the search interface.
Phonebook and call statistics
An inbuilt address book enables one to store name and address details into the system. All searches, reports and popups can be configured to utilise the information in the address book. Statistics related to calls on trunk-wise basis during any specific time period can be viewed in report / graphic form.
Advanced audio player
ActiveX-based audio player enables one to select, play and analyse the recorded audio. Advanced capabilities of the player include AGC, DTMF muting and loop play functionality.
Logs complete call details
Every call whether incoming or outgoing is logged in the Voice Logger. Each record consists of complete call details like date, time, duration of the call, caller ID etc.
Xtend Voice Logger 4 port VX
Xtend Voice Logger VX Model for analog lines helps an organisation to ensure that the calls are answered professionally. The phone interaction is recorded for future evaluation. The VX Model gives more options to the organisation compared to the standard Voice Loggers, these options can be enabled according to the requirement of the organisation. The Voice Logger offers the capability of greeting the caller with a welcome message as soon as the call is connected. It also has an option to make announcement to the caller that the call will be recorded for quality assurance. The notification message regarding the call being recorded can be announced multiple times during the call. Alternatively, a beep tone can also be generated in lieu of the notification message to alert the customer regarding the recording in progress. The greeting and notification message can be the same for all the lines or it can be customised for each line. The greeting message can be customised to play separate announcements for working hours, non-working hours and holidays. The Voicemail facility of VX enables the caller to leave a voicemail in case the call could not be answered. The voicemail can be accessed from the user-friendly browser interface or can be automatically forwarded to an e-mail address. Complete phone-based interactions are recorded and the recorded call details can be accessed using the user-friendly browser interface. VX presents extensive features, archiving capabilities, options to playback and audit the recordings along with the detailed reports for evaluation and quality assurance. Mindful of the fact that conversations are recorded and can be reviewed at any time, employees tend to be polite and courteous on phone and follow company policies and procedures when dealing with customers and prospective clients. Voice logs can be used for evaluating performance and train customer support staff to handle calls in difficult situations. The presence of voice logs also ensures that records are maintained for resolving customer grievances and disputes. The VX device is connected in parallel to an analog trunk or extension and it records complete call details including caller number, call duration, time, call status, audio of every telephone conversation etc. The device comes in 2/4 port configuration and is a fully featured cascadable model where multiple devices can be connected to a single PC to scale up to total of 256+ ports. Even when multiple units are installed, the software presents a combined unified browser interface for accessing all connected Xtend Voice Logging VX devices.
Supports welcome greeting & recording notification
On picking up and connecting an incoming call, the telephony device greets the caller with a welcome message and further makes an announcement to the caller that the call will be recorded for quality purpose. A beep tone can also be enabled in place of recording notification.
Set custom voice announcements
The user can set the same greeting and notification message for all the lines or it can be customised for each line or extension connected to the device. The day and hours of office operation like working hours, non-working hours and holidays can be set. The announcement can also be triggered by a key-press.
Voicemail
When an incoming call cannot be answered, the VX device allows the caller to leave a voicemail. The voicemail can be accessed using the browser-based interface and this can be also sent to an e-mail address for easy access and quick retrieval.
Audio logs of all calls
All telephone conversations are recorded and stored in the industry standard wave format. Compression levels can be defined and recorded audio can be exported as MP3/PCM/GSM files.
Browser-based user interface
The easy-to-use browser-based user interface supports multiple user access levels. The user interface helps supervisors, managers and top-level executives to review logged conversations for further analysis
Logs complete call details
Every call whether incoming or outgoing is logged by the Voice Logger. Each record consists of complete call details like date, time, duration of the call, caller number etc.
Powerful search & reporting
The powerful search and reporting capability helps to locate specific records and call reports for a selected period of time. The search result can be exported to folder, .zip, PDF or Excel format for further analysis.
Call record commenting & tagging
Built-in tags or customised tags can be used as per requirement and can be assigned to specific call records so that records can be quickly located at a later date. In addition, comments can be added for each call record and can be retrieved at a later date using the search option.
Advanced audio player
ActiveX-based audio player enables one to select, play and analyse the recorded audio. Advanced capabilities of the player include AGC, DTMF muting and loop play functionality.
Alerts & client-side popups
The Xtend Logger Client application enables an agent to be notified of active calls taking place in an organisation. The Voice Logger also generates alerts in order to inform the agents regarding low hard disk space or device failure.
Phonebook & call statistics
An inbuilt phonebook enables one to store name and contact details into the system. For incoming calls, customer details can be added via popup and this information can be saved in the phonebook. The trunk-wise call statistics for a selected time period can be viewed in tabular/graphical form.
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