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Quality Assurance and Compliance

Quality Assurance and Compliance are systems that allow organizations to better respond to the needs of customers and partners. They allow organization to build feedback loops by automating audit and compliance needs through recording and monitoring systems. Quality Assurance and Compliance Systems include recording, monitoring, screen capture, supervisory intervention and reporting tools that increase the organizations ability to view and response to customer experiences.

Cistera Application Engines for Quality Assurance and Compliance

Cistera is the leading provider of Quality Assurance and Compliance Solutions for IP Telephony. Cistera's QAC solution is based on a number of core application engines that reside on the successful Cistera Convergence Server (CCS). Each engine works independently and in tandem to provide a flexible yet comprehensive feature set that solves real world problems for Unified Contact Centers.

Cistera QA and Compliance Solution consists of four application engines:

  • QuickRecord
  • CallCenterRecord
  • CallCenterRecord Enhanced
  • CallCenterRecord Enterprise

Cistera QuickRecord

QuickRecord™ is a robust IP telephony voice recorder and media management service designed to support those environments requiring reliable call recording functionality on an adhoc basis, using major IP Telephony platforms like Cisco’s Call Manager™, Call Manager Express and Nortel CES 1000.

Cistera CallCenterRecord

Dynamic call recording and playback features for your IP phone network. Providing high-quality, continuous call recording capabilities that will become an integral part of the way you do business. With digitized recordings, you will be able to transport recorded calls in your network as you see fit — attach them to a problem ticket, analyze them for customer service, minimize potential liability to your organization.            

Cistera CallCenterRecord Enhanced

CallCenterRecord Enhanced builds on the successfully CallCenterRecord. Enhanced provides for capabilities for the supervisor and auditor including Quality Reporting, Monitoring, and screen captures. Enhanced offers a complete recording and monitoring solution for small and medium contact centers.

Cistera CallCenterRecord Enterprise

CallCenterRecord Enterprise is Cistera’s premier solution for large-scale contact centers. It provides a comprehensive solution for unified contact centers and builds on the functionality of Enhanced including tighter integration with Cisco Unified Contact Center and Cistera QuickConnect outbound dialer, remote desktop control as well as comprehensive dashboarding functionality.

 

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Core Cistera Solutions

> Event Alerting and Notifiication
> Quality Assurance and Compliance
> Unified Communications


Quality Assurance and Compliance Solution Brief