Intuitive and Powerful Call Search & Playback
Live Monitoring: Listen to live calls with just one click.
The Crystal Quality® advanced archiving feature ensures data security and integrity by providing a strong and flexible archiving strategy spanning multiple storage media.
Flexible, long-term storage and archive – Local and network storage and archive (Disk RAID, Disk Mirroring) are standard features of the Crystal Quality® recording solutions, which support archiving to any mass storage device such as NAS, SAN and FTP servers.
Supported storage media:
Integration – As a total, cross-platform recording solution, Crystal Quality® provides a wide support list for a variety of PBX platforms, CTI types and VoIP protocols, with proven integrations with Cisco, Avaya, Mitel, Genesys and more.
Supported PBX list: Crystal Quality supports recording compatibilities with all major TDM, analog and VoIP PBXs vendors.
Crystal Quality facilitates integration with additional metadata information from various sources, providing extra data filtering criteria.
SDK -Crystal Quality SDK contains a wealth of resources designed to help you build powerful applications using Crystal Quality data.
This tool is meant for developers who write server-side code, custom business logic, custom workflow modules and more.
The Crystal Quality® Unique Planner empowers you to define how your Crystal Quality® system works, in order to meet your business specifications. Define your desired recording methods, archiving, recycling, alarm and report strategy, etc.
The Crystal Quality® User Management feature enables you to manage all users at your contact center or organization based on the concepts of role and group.
CQ supports connectivity to LDAP to provide centralized security management.
Furthermore, you can import personal contacts from .CSV files.
Crystal Quality security is designed to assure that your system functions are only accessible to those users to whom permission has been granted by the system administrator. The administrator has full control over who can play back recordings, create and use evaluation forms and run reports. The user administration is divided into three areas:
User/Agent – Addressing the basic building blocks of the organization or call center. Each user may be granted access to replay recordings, evaluate calls, etc.
while belonging to different groups.
Group – Each user/agent belongs to a different group according to his job and skills. Regardless of the complexity of your organizational structure, you can manage it by organizing multiple groups.
Profiles/roles – This is a set of privileges or access rights to the system. A profile will be assigned to each user. Each time the privileges in a profile are updated, the change will be dynamically filtered throughout your user database.
Enhanced Security – Crystal Quality® is designed to fully meet the strict security requirements dictated by the PCI-DSS compliance regulations.
Diagnostics and Alarm System – Continuous self-diagnostics for major operation modules such as database operation, system hardware, storing and backup devices, etc. by using alarm types such as SMS and e-mail.
The alarm system provides monitoring for the following:
Notification Tool – Pure alarm tool, designed for installation on each client computer.
Provides the option of viewing the list of alerts on the client computer, monitoring, detection and quick solving in real time.
The Crystal Quality® personalized web dashboard lets you build several customized statistical reports that you can choose to display at a glance.
The Crystal Quality® Personal Dashboard helps you keep track of your call center activities.
The solution quickly highlights important call information such as call volumes, inbound and outbound traffic peaks, call handling times and more.
Predefined dashboard graphs display the following information:
Supervisors can easily create customized statistical reports based on their needs, such as:
The reports are displayed in several formats such as diagrams, charts, graphs and pie charts.