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1
ArcAngelTalks
Sense
Call Recording Call Management Call Control
Introduction to Sense
2
We focus on innovative
products and services that
are designed to improve the
business performance of
our customers.
Tto
To record telephone calls hardware
needs to be connected where the
call is passing through. This could be
between the PABX and the network
termination box where the lines
enter the building. It is also possible
to record between the PABX and
extensions if internal calls need to
be recorded. This is generally the
Our knowledge of customer
requirements and experience over
the years has helped develop the
Sense Call Recording Platform.
Sense is unique, realistically
Our products are used extensivelyby banks and building societies,financial institutions including stockbrokers, traders, and dealers, loanand credit companies.Local and Central Government,insurance companies and manysmall medium and large businesses.
most expensive way to record asmanufactures need to reverseengineer the proprietary secrets ofevery type of handset available.Unlike us many call recordingsuppliers buy their hardware fromone source and software fromanother.
priced and will work with on anytype of PABX thereby protectingyour investment.
Sense client is a trunk side recorderwith wallboard option whilst SenseCall Analyser is a unique callmanagement and recording systemthat utilises information from theSMDR (call logging) port of a PABXto provide extension information,call management and reporting allviewed and replayed in one screen.
Many companies are enjoying thebenefits of this unique systemincluding Best Invest (Brokers) Ltd ,Carlyle Finance, Chippenham NHS,Cornish Mutual Assurance CompanyLtd, Credo Management Services,Lloyds TSB, Dairy Crest, First PointInsurance Management, IIU Capital,Heavy Duty Parts Ltd, MET ParkingServices, Access Self Storage and arapidly increasing range ofbusinesses in the U.K. and Europe.
About ArcAngel
About recording
About Sense
Makes Sense
3
Sense Call Recording and Call Management
Proven business results for a rapid return on investment.
Reduce Costs
Less errors, complaints and misunderstandings
More new customers
Improve the quality of inbound and outbound calls
Improve customer retention
Monitor conversations, train to improve listening skills
Increase transaction values and frequency
More up selling and cross selling calls
Happier Staff
Protect against abusive callers and improve staff retention Minimise
Liability
Protection against unreasonable or negligence claims
Value your best people and upskill
Use your very best calls to accelerate training and learning
Comply with Regulatory requirements Prove best practice and comply with the FSA and other regulatory bodies
quipment/whysense.htm
Common Sense
4
For Owners and Directors
In this competitive world it makes sense to record your calls to ensure that your hard-won orders are captured
precisely. Misheard instructions or incorrect delivery information will result in wasted time, effort, money and
perhaps even damage a reputation you’ve spent years building.
ArcAngels call recording system Sense is available with a unique integrated call management interface called CallAnalyser. Sense is part of an ever-enlarging family of products produced by other independent companies which aredeveloping around the Sense platform. These include integration with the systems of leading PABX (telephone system)manufacturers, CRM (Customer Relationship Management) suppliers, call management suppliers and automotive industrysoftware provider.
Solving costly disputes andavoiding litigationImproving your employees callhandling skillsIdentifying your most and leastproductive employeesIdentifying lost business due tomissed or slowly answered callsEnsuring order taking is accurateand delivery instructions preciseManaging your staff resourceeffectively by identifying busy callperiods
Call Management , reporting andreplay all from one screenEasy call retrieval through callerand extension identificationExclude any extension from beingrecorded or played backLive call progress includinganswering times and abandonedcallsCalls are password protected andencrypted for tamper proofprotectionFirewall option to protect againsttoll fraud
Proving unreasonable claims relatingto customer harassment of staff
Complying with the requirements ofregulatory authoritiesEliminating misuse throughunproductive or personal calls
Employees have access rights to callsas determined by youRecord your own calls and replayprofessional adviceIdentify geographical location of callsand call costsLow entry cost –test the benefits withshort term rentalReduce capital expenditure throughleasing with tax advantagesWorks with any phone system toprotect your investment
Ideal for
Features
Perfect Sense
5
For Sales and Customer Service ManagersIt makes good sense to monitor and coach your employees in order to improve theirperformance on the phone. Use well handled, positive, recorded calls as examples of thestandards you require and watch morale grow, your customers’ experience improveand the company prosper.
ArcAngel supplies products to support the smallest ofcustomer service operations to major call centres. Oursystems can also include agent evaluation and appraisalsoftware, screen capture, automatic client reports andmuch more. Retell’s Sense is part of an ever- evolving family ofproducts produced by other independent companies that aredeveloping around the Sense platform. These includeintegration with the systems of leading PABX (telephonesystem) manufacturers, CRM (Customer RelationshipManagement) suppliers and call management suppliers.
Improving the call handling skills of youremployeesIdentifying productive and unproductiveemployeesImproving customer satisfaction, loyaltyand retentionCultivating a happier environment throughpositive feedbackAccelerating training and learning especiallyfor new starters
Call recording, replay management andreporting all in one screen.One click on column header to identifyextensions, locations, caller IDPassword protected access to recordingswith pre-determined user rightsLive wallboard screen showing call activityby organisation group or employeeCall result coding to identify customeraccount or successful/unsuccessful calls.Identifying busy periods and allocatingstaff resources effectively
Protecting staff against abusivecallers and harassment fromcustomersProving “who said what” in a disputeand avoiding costly investigationsAvoiding gifts or costs associatedwith pacifying unreasonablecustomers
Bespoke reports on lost, slowlyanswered calls and abandon callsSearch filter includes Caller LineIdentity(CLI) and dialled numberAutomatic warning indication ofunwanted call activity or costsEasy identification of most productivegroups or employeesStaff can replay their own calls locallyfor clarificationStereo playback of calls for clearersound quality
Ideal for
Features
Investment Sense
6
For Finance Directors and Compliance Managers
Call recording is an essential part of business life for thousands of companies. In fact it is a regulatory
requirement for many in the finance, security and insurance sectors. It makes sense to protect your company
against costly, time consuming ‘who said what’ disputes. Sense is designed to record and manage your calls
leading to improved business performance and a rapid return on investment.
ArcAngel is more than a call recording company. Our mission is to make business life easier with a range of products designed to
improve performance. We supply products to every type of industry and every size of business and offer a range of ownership
options that will reduce capital expenditure and return your investment rapidly.
Eliminating unnecessary and costlyconcessions to customers
Completing more transactions properly andless transactions twice
Avoiding time consuming disputes or thepotential for litigation
Reducing aborted deliveries due toinaccurate order details
Choice of system-choice of cost
Low entry cost with short- term rental
Leasing to reduce capital expenditureand increase tax advantages
Low cost , easy expansion with nopractical or artificial limits
Save on installation , your IT managercan install or we install
Blackberry and Windows mobilerecording option
Check the costs savings on our Returnon Investment calculator
Complying with Financial ServicesAuthority (FSA) regulations
Avoiding punitive measures by the FSAdue to non-compliance
Help with PCI Compliance
Replaying professional advice with noadditional costs
Restructuring your business process byreplacing note taking
Ideal for
Features
Technical Sense
7
For IT and Comms Managers
Sense can be purchased as a full recording system with
server and software or as an interface to connect
into customer supplied hardware.
ArcAngel has a recording system covering every customer requirementincluding DASS2, DPNSS, QSIG, SIP trunks, digital, VoIP, analogue extensions andmixed protocols. A Sense integrators guide is available on request for moremajor integrators
ISDN 30,ISDN 2, analogue, and SIPintegrated recordingBlackberry and Windows mobilerecording moduleSense recording interface only or fullsystem with server240 channels per PC with anycombination of PRI, BRI and AnalogueCompressed and 3DES encrypted asstandardFull D channel decoding for dialled andcalled numbersSame hardware family for ISDN 30,ISDN2,analogue
Sense Client Interface:
Easy self install for line side recording
Integrate with you own storage media
Same form factor as a standard DVD/CDdrive bay
Unlimited client licences as standard
Live wallboard feature with call statistics
Live calls in progress showing ringing time,duration and abandoned calls
Easy expansion with same software for
one to hundreds of channels
Each Analogue interface accommodates 8linesEach ISDN 30 E1 interface accommodates30 channelsEach ISDN 2 BRI interface accommodates 4lines/8 channels (4 ports)SQL Server 2005Standard Edition optionSQL Server 2005 Express Edition not limitedby the 4 GB limitHigh impedance parallel tap mode asstandard
Sense Call Analyser:
Full system with integratedcallmanagementIncludes server ,TFT monitor, keyboardand mouseCall management reporting andplayback in one screenIdentify extensions, geographicallocation, call costs and toll fraudUtilises information output from theSMDR (call logging) port of the pabxAlarms alerting user to disconnectionor power failure and toll fraud
Interface fits in DVD drive bay
Information
Options
ArcAngel Technology Ltd
Unit 10
The Enterprise Centre
Penshurst
Kent TN11 8BG
Tel : 01892 870335
Fax : 01892 870023
Website: www.arcangel-technology.co.uk