Cisco Finesse Compliance Recording
On-Premises Recording With Call Transcripts, Real-Time Sentiment
Analysis and Recommended
Actions
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Web-based Cisco CUCM, UCCX, UCCE compliance recording for business calls, call transcripts, keyword search, real-time and historical sentiment analysis, and recommended actions.
Recommended Actions
- Using the local AI engine, Comstice Audio Recording can recommend actions based on the call transcripts.
- This helps for agents to handle calls from many skills with minimal training required.
- For example, if the customer is asking for a refund, the system can recommend to the agent to offer a refund.
- It can also recommend to the agent to offer a discount or a free product if the customer is unhappy with the service.
Comstice Audio Recording Benefits
Use Conversations for Training
Use call transcripts for agent training, recommended actions and first contact resolution.
Monitor Customer Sentiment
Real-Time Sentiment Analysis during the call for immediate supervisor barge, intercept to resolve the issue on the same call.
Recommend Actions On The Fly
Using the real-time call transcripts, recommended actions are offered to the agent for the problem statement mentioned.
Business Call Recording Features
You can record mobile business calls, customer service calls and use your compliance recording for internal training, agent performance management, sentiment analysis and recommended actions.
On-Premises Recording
Record audio conversations using an on-premises audio recording solution for maximum data privacy.
Call Transcripts
Convert audio recording into a text-based call transcript for different use cases.
Real-Time Sentiment Analysis
Convert audio recordings to call transcripts and recommend actions for the call context.
Record Mobile Business Calls
Record mobile business calls of the enterprise users when they use Comstice Mobile Softphone or Cisco Jabber mobile app.
SIPREC Support
Record external calls in the trunk level using SIPREC standard as well as built-in bridge for internal calls.
Keyword Search
Search for contract numbers, certain keywords or lack of keywords on the call transcripts.
Built-In SIP SBC
No additional SIP Session Border Controller needed. Comstice Audio Recording includes a built-in SIP SBC.
Performance Evaluations
Analyze every single call handled by each agent for performance evaluation and training.
Click here for Cisco Contact Center Suite by Comstice
Bundle with Comstice Workforce Optimization
Comstice Workforce Management can integrate with Comstice Audio Recording for the automated performance evaluations and recommended actions.
Comstice Quartz WFM Mobile App in Apple AppStore and Google Play Store.
Bundle With Cisco UCCX UCCE Reports By Comstice
Comstice Quartz provides real-time and historical reports with easy customisation features for Cisco UCCX and UCCE contact centers. It also allows multiple reports to be merged, adding third-party data, creating charts from the table-based reports, scheduling the reports and delivering the scheduled reports via email to the recipients.
Unlike generic reporting tools such as PowerBI, Tableau, Comstice Quartz Reporting solution has no license limit on concurrent usage.
Comstice Audio Recording FAQ
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What is the license model for Comstice Audio Recording?
It is licensed based on the number of agents that will be recorded. You can have a subset of the call center for the recording as well.
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Do I need additional licenses on Avaya to use Comstice Quartz?
Unlike other reporting solutions, you do not need Avaya AES licenses for every agent. You will need ODBC license for accessing Avaya CMS Database. There i no license for accessing External Call History Interface and ECHI reporting data.
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Can we create our own Avaya reports?
You can request a new report and Comstice will create and optimize the report query and the report itself. You can merge multiple tables, refine an existing report and save it as a separate report also add third party data as a new column on a report.
It is important to note that Comstice Quartz is designed for contact center data. But we can also integrate third-party data for unified reports.
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How can I migrate my existing reports from another vendor?
Comstice can create a data link and save the data into its database for unified reports at Comstice Quartz. If there are APIs available, we can use them to retrieve third-party data. OTherwise, we can create a direct database connection with the third-party data.
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Why should I use Quartz instead of Tableau?
Quartz is specifically designed for managing and visualising customer experience. It has built-in out of the box reports, charts and dashboards as well as scorecards, agent and queue level daily and real-time threshold options, real-time notifications, repetitive calls and customer patience analysis reports built-in.
It also offers unlimited concurrent user access. There is no license limit on the concurrent users. Finally it offers Quartz Mobile app for the agents.
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Is this solution on-premises or in the cloud?
Comstice Quartz is designed to be run on-premises. Comstice can host it for your organization as well. It runs on a Linux VM as Docker containers.
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Does Comstice Quartz offer a data warehousing feature?
Quartz can offer data warehousing, so that your historical data is archived, even when your call center database is purged.
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Can I control the level of access that my team members and supervisors have?
Yes, you can. You will create profiles to assign permissions about which agents, skills, VDNs and teams they can report for each reporting user.
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How long does it take to train an agent or supervisor on Quartz?
Typically we run one hour-long train-the-trainer session for supervisors, and we also provide video and pdf content. Agents usually do not need training; supervisors create view-only reports and scorecards for the agents.
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How easy is it to send a report to a stakeholder who is not set up as an agent?
You can schedule a report and add the email address of the recipients.