FocusRecord™ is a total multimedia Contact Center recording server. This highly reliable recording system continually records, archives, stores, and provides high-speed access to thousands of hours of customer-oriented conversations and transactions. Using our web-enabled desktop application, managers can playback voice and screen sessions and perform audits via a LAN or an optional standard touch-tone telephone access. Multiple supervisors can monitor the performance of any agent in real-time.

FocusRecord™ is a non-proprietary, server-based system running on Microsoft Windows® NT or 2000 and can support up to 144 individual channels or 8 T1s of recording on a single Voice Recording Server (VRS) Module.

FocusRecord™ can also be integrated with a stand-alone version of ObserveCTI™ QA Auditor to provide enhanced Contact Center performance analysis, evaluation, and reporting.

• Cost effective and easy to install and maintain
• Consolidates the recording process and helps centralize the CRM process, resulting in increased customer satisfaction and retention
• Automates the agent monitoring and evaluation process
• Generates fair and concise reports for improved validation and decision-making
• Identifies agent strengths and weaknesses as well as coaching and training needs, resulting in increased staff morale and reduce turnover