Voice Logging



 VOICE LOGGING BROCHURE




How to take control of risk and compliance 

iConnect Voice Logging, an integrated voice logging management system offered by iConnect in association with its cloud-based iPBX solution, is designed for organisations that transact telephonically with customers and that require a full spectrum of control, including track and trace, verification, and dispute resolution in accordance with corporate governance and statutory compliance requirements.

The solution is ideally positioned to support clients involved in financial transaction, insurance claims, emergency services and other applications that require adherence to strict control in terms of corporate governance or statutory compliance.

Organisations striving to attain increasingly higher standards of service in order to attract and retain customers in a fiercely competitive trading environment have become heavily reliant on telephone communications in order to listen, understand and meet the needs of their customers.


How to take control of risk and compliance 

iConnect Voice Logging, an integrated voice logging management system offered by iConnect in association with its cloud-based iPBX solution, is designed for organisations that transact telephonically with customers and that require a full spectrum of control, including track and trace, verification, and dispute resolution in accordance with corporate governance and statutory compliance requirements.

The solution is ideally positioned to support clients involved in financial transaction, insurance claims, emergency services and other applications that require adherence to strict control in terms of corporate governance or statutory compliance.

Organisations striving to attain increasingly higher standards of service in order to attract and retain customers in a fiercely competitive trading environment have become heavily reliant on telephone communications in order to listen, understand and meet the needs of their customers.


What the system can do for you

• An automatic score sheet facility 

• A randomly selected protocol monitor, and 

• An automatic reporting facility. 


Other unique features of the IConnect Voice Logging solution include:
• Web-based interface
• End-to-end encryption
• Granular security profile
• Audit trail monitoring
• Multiple call search criteria
• Live call monitoring
• Desktop screen capture
• Enhanced quality management
• Unlimited expansion
• Third-party data integration tools
• Advance user management

Key benefits
iConnect Voice Logging goes far beyond the limited capabilities of traditional voice recording methodology by offering enhanced security and performance at significantly reduced pricing.


The difference between Voice Recording and Voice Logging

 VOICE RECORDING
 		  VOICE LOGGING
 In an editable file format i.e.: .wav and .MP3   Must be in an uneditable file
 Windows Media Player can play and thus edit any recording  No file extension that can be played by Windows Media Player
 Not encrypted
  All recordings must be encrypted
 Normal database  Storage must be in a secure database
 No checksum  Must have a checksum to authenticate recordings
 No checksum

 Checksum must be 128 bit or better
 No audit trail  All activities around recordings must be audited
 No audit trail  Full audit trail must be saved with recordings
 No FICA/FAIS compliancy  Must support and assist with FICA/FAIS compliancy
 The Electronic storage of records’ Act - Not supported  Adheres to The Electronic storage of records’ Act
 No Majuda Quality Control  Must support business applications i.e.: MQC
 No tools or limited integration options  Business application integration tools
 No ICASA approval  Recording devices must be ICASA approved
 No international certification  Adhere to all international telco requirements




Implementation
iConnect Voice Logging is implemented on an existing network to provide an enterprise-wide solution.

The system is cost-effectively installed to suit a number of users or a number of lines as a single, integrated package rather than as series of modules.

iConnect Voice Logging is offered on the basis of an annual license per extension; and supervisory access for live monitoring and immediate access is offered via a supervisor license.

The solution is fully-supported by iConnect on a 24/7 basis and all call data is kept for 5 years.

 
   





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