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Call and Screen Recording


CIS Advanced Solutions for call recording and screen recording

Call & Screen Recording

A unified, web-based multimedia recording solution for both TDM & VoIP environments. Tailored for call centers, public safety, utilities, financial institutions, etc.

Quality Managment Suite

Advanced Call Center Quality Monitoring solution
A proprietary Scoring form designer and a powerful reporting tool

Agent Desktop Application

Actively collect additional business information. Control recordings (PCI-DSS compliant pause and resume). Enables customer service representatives to collect and categorize business data.

Crystal Quality
Introduction

Crystal Quality® is compliant call and screen recording and quality management solution. It offers a wide range of functionalities that support various business requirements.
Companies of all sizes can benefit from using Crystal Quality® to optimize business processes, resolve customer disputes, comply with legal requirements, reduce liability, increase employee productivity, and
improve customer service.
Crystal Quality® helps call centers identify service gaps and improve the customer's experience. It captures, evaluates and analyzes customer interactions, thereby increasing customer loyalty in today's competitive business environment.
Robust and highly scalable, Crystal Quality® supports call recording solutions, from SMB to highdensity contact centers, across several sites or servers, and time zones. This is achieved by unified web access to calls, screen clips, evaluations and reports.
With an embedded, extensively tested recording engine, Crystal Quality® records customer interactions on a variety of telephony interfaces comprised of analog, digital, VoIP and radio, and even agent screen activities. In this way, Crystal Quality® collects adequate data from your contact center or company employees, meeting all of your needs and much more.
With Crystal Quality® Form Designer, it is simple to design agent scorecards and various dashboard-style reports in an easy-to-understand format that displays every aspect of the agent/call center’s performance.
Crystal Quality® broadens the traditional concept of Recording and monitoring systems by providing a unique application module called ``Crystal Quality® Agent application``. This enables you to insert more customer data and undergo routine business procedures, or even control recording (record on demand). In addition, you can seamlessly integrate it into the existing CRM or other business system with APIs (application program interface).

Crystal Quality Introduction


Qrystal Quality Key Features and Benefits - Call RecordingA unified, web-based multimedia recording solution for both TDM, analog & VoIP environments.
Supports a wide range of telephony interfaces including analog trunk/ extension, digital trunk (ISDN BRI/PRI, E1/T1) and
digital extension, VoIP trunk/ extension, as well as discrete radios and trunked radios.

Passive TDM recording

Record digital phones, including full call details, without involving CTI integration.

Adaptability

Crystal Quality can be installed and used as standalone recording system for single site recording or as a satellite recording server for a larger communication network.

Centralized recording management

Multiple recording servers from several locations can be managed and accessed as a single, unified call recording system

Active recording in VoIP environment

Record PBX environments directly with live audio streaming from phones/PBX/ media Gateways, forwarded directly into the Crystal Quality recording server.

Passive VoIP recording

Signaling and voice analyzing by port spanning/mirroring; record most protocols without CTI or PBX integration.

Flexible

approaches to trigger call recording – total, selective, on-Demand, Scheduled and API driven.

Live Monitoring

Monitor audio and real time video directly from the web interface.

Multi-language support

The Crystal Quality user interface offers multi-language support.

Flexible long-term storage and archive

Online network-based archive solution, automatic play recycled recording from the archive location.

PCI-DSS Compliance

Crystal Quality® complies with industry PCI standards, with a built-in solution for pause recording on credit card announcements.

License policy

Simple and transparent with no hidden costs. All necessary functionalities come with the product package.

DLA – Dynamic license agreement

Concurrent recording license method, including a smart planner for predefined business rules, to achieve the maximum necessary interactions for a minimum cost.

Web-based user interface

Access Crystal Quality at any time and from any place with a web interface that is intuitive, user-friendly, high performance and reliable.

PBX & CTI integration

Crystal Quality® integrates with a variety of PBX platforms, CTI types and VoIP protocols, with proven integrations with Cisco, Avaya, Mitel, Genesys and more.

Screen Recording

Record agent desktop screen activities individually or simultaneously, together with voice recording.

Search and Playback

Plenty of searching criteria, combined with up to 20 customer defined business data fields, enable you to locate recordings quickly.

Open Standard Architecture

Crystal Quality was developed based on the principles of open standard architecture. This allows endless flexibility in connectivity, integration and customization, Including web-based platform, MS Windows Operating System, and SQL or Oracle databases. Running on industry standard hardware - You can choose your own server platform according to your preferences. You can also deploy Crystal Quality on a virtual machine.

Dashboard

The Crystal Quality® personalized web dashboard enables you to build several customized statistical reports, which you can chose to display at a glance.

Crystal Quality Management Suite

The advanced call Center quality monitoring solution helps you monitor call center performance, make measureable improvements, save money and provide executives with valuable business insights.

API

Crystal Quality allows for integration with additional metadata information received from various sources, such as CRM or any third party application
that supports web services capability.

Scalable and modular

the hybrid configuration combines all TDM, VoIP extensions & trunks including screen activities and database in a single server, No extra-dedicated server for the database, CTI integration or storage server, thereby significantly lowering costs.
Remarkable high-density solution – 500 concurrent recordings per server

Qrystal Quality Supported Platforms

Qrystal Quality Supported Platforms shortel, panasonic, siemens, avaya, cisco, nortel, mitel


Crystal Gears

cg

Crystal Gears® (CG in short) is a unique next generation desktop digital call recording system like no other before.
By widely compatible with most popular telephony communication platforms, CG is the first Desktop recorder around the world that capable of recording any type of telephone set, Analog, Digital or VoIP.

CG supports all telephone set's, analog, digital and VoIP, all you need is to install the CG software application on Your computer and connect the interface modules (CG TDM Box for Analog & Digital phones or CG VoIP Box for IP phones) to the phone base. For the recording of IP soft phones and some VoIP hard phone that support ``Span to PC`` feature like Cisco and Yealink SIP phones there is no need for any interface model.

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