Solutions

    Contact Center

    Contact Center – Record Your Customer Interactions Intelligently

    • Crystal Quality can record your multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of location.
    • You can flexibly choose total recording, selective recording and recording on demands or even basing on business rules
    • Scheduling your recording exactly according to your call center policy including Agent shifting, Skill group, customer ANI/DNIS

    Find Recorded Interactions Quickly and Precisely

    • Centralized access via secured web-based interface
    • Efficiently unify recording from any number of audio and data sources and multiple locations
    • Plenty of searching criteria, including passively obtained from D-ch, CTI, SMDR or Dedicated Recording Interface, and actively inserted by customer according to business

    Manage Your Recordings to Streamline Data Analysis

    • You are able to annotate any recordings in real-time or offline
    • You can classify recordings according to business type and ponderance
    • You can transfer recordings via email or export to Excel, Word

    Find the Performance Gap Visually

    With Crystal Quality Unique Wave Form

    • Benefit from CIS Volume algorithm, any acute emotional alteration can be visually detected on CQ Wave form
    • Authorized user is able to tag on any points on the wave form for future data analysis
    • Any portion of wave form can be zoomed out for repeat
    • Customer and agent voice can be separated into two wave forms

    Recreate a Complete telephony Conversation no matter How Many Times It was transferred or Put on Hold

    Once a telephony conversation it’s transferred or put on hold, the traditional call recording solution will cut it into multiple recording files, which is hard to be bundled together for complete conversation retrieval. CIS provides you Scenario Reconstruction technology to enable you to replay the multi-calls from the beginning to the end automatically by simply double clicking any record of this conversation.

    Targeted Site Survey and Agent Evaluation for Unprecedented Results

    • 100% graphic call statistic report visually present you status of your call center and agent working load
    • Built-in Agent Evaluation Application module enables you to perform targeted quality management in extremely low cost (Coming soon)

    Secure Sensitive Data both Internally and Externally

    • Guard your data from unauthorized access with user defined data security rules
    • Private owned algorithm for data encryption
    • Provide comprehensive audit trails to track activity
    • Fully compatible with PCI DSS to restricts access to sensitive information

    Financial Institution

    More than ever, Financial Institution needs to differentiate themselves with highly personalized financial customer service that keeps current customers and wins new ones, even as they cut budgets and work to improve profit margins. This means increasing operational efficiency and making the best use of existing resources, including the ability to integrate multiple sites into a single contact center that delivers consistently high-quality multi-channel customer service across all the channels customers want to use.

    CIS understands the challenge of increasing service quality while reducing cost as well as data security requirement to defend progressive electronic fraud. With Crystal Quality ®, multiple contact centers are allowed to be managed as single contact center with unified web interface. Using CQ Agent ® and built in Call Statistics and Agent Evaluation, banks and insurance companies are able to streamline operations and raises productivity, reduce costs, and enables the delivery of financial customer service that turns customer into advocates.

    Manage Your Multiple CQ Recorders on a Uni-platform

    Through a secured web interface, you are able to

    • Manage unlimited CQ recorders for system configuration, upgrade, scheduling and maintenance. Concept as Global and Private setting make it’s easier and more convenient to be understood and maintained

    Find Recorded Interactions Quickly and Precisely

     

    • Centralized access via secured web-based interface
    • Efficiently unify recording from any number of audio and data sources and multiple locations
    • Plenty of searching criteria, including passively obtained from D-ch, CTI, SMDR or Dedicated Recording Interface, and actively inserted by customer according to business

    Find the Performance Gap Visually

    With Crystal Quality Unique Wave Form

    • Benefit from CIS Volume algorithm, any acute emotional alteration can be visually detected on CQ Wave form
    • Authorized user is able to tag on any points on the wave form for future data analysis
    • Any portion of wave form can be zoomed out for repeat
    • Customer and agent voice can be separated into two wave forms

    Increase Your Agent Productivity and Streamline Business Operations

    CIS provides you an option – CQ Agent , which can be seamlessly integrated into your existing CRM system to enable you:

    • To handle business transaction like Issuance Policy Confirmation/Renewal, Personal Loan in a unified way
    • Annotate on customer interactions for data collection
    • Manually start/stop, pause/resume call recording by agent/supervisor
    • Up-to 40 data fields allows you attach your own customer data according to business type

    Secure Sensitive Data both Internally and Externally

    • Guard your data from unauthorized access with user defined data security rules
    • Private owned algorithm for data encryption
    • Provide comprehensive audit trails to track activity
    • Fully compatible with PCI DSS to restricts access to sensitive information

    Targeted Site Survey and Agent Evaluation for Unprecedented Results

    • 100% graphic call statistic report visually present you status of your call center and agent working load
    • Built-in Agent Evaluation Application module enables you to perform targeted quality management in extremely low cost (Coming soon)

    Public Safety

    Public safety decision-makers are carefully scrutinizing every investment – including recording technology. But when they talk ROI, they’re not just speaking dollars and cents. They’re looking to recording technology to improve emergency response, enhance productivity, provide better customer service, mitigate risk, and put more offenders behind bars.
    By working with ambulance, 911, army in many cases, CIS strengthens the recording solution in many areas dedicated to publish safety industry. We delivers:

    Unprecedented Redundancy for both Recording and Archiving

     

    No matter what happens, Crystal Quality ® recorder keeps on recording in full time. Robust, resilient and configurable for any degree of redundancy. See here for details regarding “CIS Solution to System Availability”

    Reconstruct an Incident Quickly and Easily

     

    Crystal Quality ® captures audio directly from the trunked radio system, ensuring that every radio communication is recorded. The system also taps into the data stream of the trunked radio network control channel to capture information about each radio transmission (the radio ID, alias, talkgroup ID, supergroup ID, the start and ending time of the transmission, and so on). This data holds the key to being able to quickly retrieve and replay recordings and reconstruct incidents.

    With the dedicated replay module provided by Crystal Quality, all relevant recordings are presented in a graphical timeline, showing the radio and phone communications as the incident unfolded. In addition you can immediately replay a call or radio transmissions even they are still in progress.

    By leveraging Crystal Quality ® advanced searching engine, you can easily find and reconstruct incidents, regardless of the number of channels, recorders or sites involved.

    Secure Sensitive Data both Internally and Externally

     

    • Guard your data from unauthorized access with user defined data security rules
    • Private owned algorithm for data encryption
    • Provide comprehensive audit trails to track activity
    • Fully compatible with PCI DSS to restricts access to sensitive information

    Dispatcher Initialized Recording

     

    With CQ Agent application, your authorized dispatcher is able to start/stop, pause/resume call recording manually, or put recording as “on” always even no voice conversation to avoid any miss for incident recording.

    Outsourcing

    To win business in an increasingly competitive environment, outsourcers must offer enterprises contact center and back-office fulfillment solutions that map to each customer’s individual business strategy or goals. The need to deliver customer services that are superior, yet lower cost, than those offered in-house has outsourcers continuously seeking to improve efficiency and margins. Another challenge outsourcers face is a customer service agent turnover rate that can be twice as high as the industry average for all contact centers. Outsourcers who make the smartest technology investments will be best equipped to thrive in this market.
    CIS helps outsourcers differentiate themselves with ground breaking scheduling recording and business oriented archiving solution that meet customer business goals and integrate seamlessly with the customer environment.

    Fully Secured Web Interface

     

    System management, searching & replay, call recordings delivery are all through SSL binded web interface, makes it accessible for authorized user any time, any where

    Strategic Planed Approaches to Interaction Recording

     

    Outsourcer is able to define the selective recording basing on:

    • Agent Name or Extension Number
    • Agent and Skill Group
    • Call direction and Internal/external call
    • ANI or DNIS

    together with Crystal Quality Calendar, it maximizes outsourcing call center resource and ROI.

    Business Oriented Archiving Solution

     

    Minimize the requirement for central storage, to save cost, Crystal Quality ® enables outsourcers self-define archiving strategy basing on a variety of conditions including ANI/DNIS (Customer ID), Skill Group, Business Category etc.

    Ensure Security and Compliance with Strict PCI Regulations /strong>

     

    Most Secure Solution Available Today. Protect Data from Unauthorized Access with granular user and data security rules, private owned file encryption, comprehensive audit trial and leveraging Active Directory security policies

    Small and Medium Business

    We understand that you often face many of the same challenges that larger enterprises face. You are often expected to maintain the same customer service levels, quality standards, sales quota expectations, and customer satisfaction levels as larger companies with limited technology, budget and IT resources.

    CIS now presents you Crystal Quality Express ® dedicated to small to medium businesses (SMBs) interaction recording and service optimization requirement. We make it easy to implement, affordable and practical to be equipped with.

    Main Features

     

    • Fully web based interface, it’s convenient for system administration, searching, playback and Live monitoring
    • Built-in DLA (Dynamic License Authorization) truly save your cost for license fee, see details
    • A hybrid recording system support a wide range of telephony interface including Analog, Digital and VoIP
    • VoIP recording system less than 20 channel can be run on Virtual Machine, no need for dedicated server
    • Easy and quickly search on
    • Time, Duration
    • Caller/Called ID, Extension number, Call direction
    • User name/Agent ID
    • Agent/User Group
    • Reference number
    • Tag for play/unplayed, Importance, Transfer, Multiline
    • Remarks and Annotation
    • Parallel archiving on both local and remote storage media
    • Built-in system alarming
    • Can be seamlessly integrated with CQ Agent, CQ ScreenCap

    CIS also provides you a unique desktop recorder –CIS Crystal Gears ® in case of there are many branches with quite few phones need to be recorded in your organization. Please find detailed information regarding CIS CG recorder.