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Introducing: ContactStore Express

An essential tool to assist in improving the way you do business, ensure compliance and as backup in the unfortunate but inevitable event of customer dispute is the ability to record and analyse calls. Through our relationship with Avaya and Witness Systems, we are able to offer a highly cost effective solution either as an enhancement to Avaya IP Office integrated call  recording feature , or as a stand alone – out of the box solution that can operate as a ‘bolt on’ to your traditional phone system or be integrated to your IP phone system.

ContactStore Express. It’s designed specifically for the needs of small to medium-sized organisations, branch offices or departments. ContactStore Express provides a powerful, easy-to-use, 100 percent recording solution that requires minimal technical skills to deploy and use. 

The solution Supports SMB’s with  the capacity to record from four to 64 seats at any one time. The solution is cost effective, running on a single industry-standard PC. The addition of a telephony interface card and the installation of the application software converts the server into a robust, flexible recording platform for the recording of business-critical customer interactions in either a traditional or IP telephony environment.

The IP offering gives IP phone users – from clerical, to knowledge workers, to executives – quick and easy control of when, what and how they record and use their telephone calls. Employees are empowered to capture a complete record of their interactions with customers, suppliers, partners, or members of the public – at a touch of a button on their IP phone. The recording software delivers breakthroughs in scalability and functionality, bringing the benefits of recording to potentially every IP phone user.

Benefits of ContactStore Express:

• Low cost reliable capture and storage of key voice transactions
• User friendly GUI - use straight out of the box
• Low maintenance web based application 
• Automatic tagging of calls, with calling and dialed number 1 
• Remote support options available 
• Automatic archival of calls to DVD-RAM 
• Local Language support

Using ContactStore Express, AbbiTek can make Call recording fast and easy. 

AbbiTek supply, integrate and support ContactStore Express, as a total solution, or, simply supply the ‘out of the box’ solution, with or without additional hardware. Either way, your business can in a matter of hours quickly open up new opportunities for improving business performance. The software simply connects to the extensions that you wish to record, and automatically detects each call on that line.

All interactions can be automatically “tagged” with a series of attributes, such as the extension number or CSR identifier, the caller’s number, the date and time. The recording is then stored.

So, when it comes to the task of retrieving and replaying, a quick and easy parameter search against any of these attributes will retrieve a list of interactions that match the specific criteria. By selecting an interaction through the simple browser based interface, any user on the network can replay the audio from the corresponding interaction to their PC soundcard. Simple controls allow you to start, stop and pause the replay, and a visual representation of the audio activity allows you to identify interesting parts of the call, honing in those sections for replay.

AbbiTek specialise in helping businesses maintain compliance, particularly in the field of document & content management. This solution is a key to  achieving this goal as it ensures your business can  verify its compliance on voice calls.
Reviewing and replaying a selection of calls on a regular basis can demonstrate and verify that your organisation is complying with the appropriate regulations. Where there is a query or dispute regarding a transaction, reviewing the recording can provide a rapid and accurate conclusion.