FOR COMPLIANCE RECORDING

CONTINUUM enables compliance with:

• Payment Card Industry Data Security Standards
• Health Insurance Portability and Accountability Act
• USA PATRIOT Act
• Sarbanes-Oxley Act
• Bank Secrecy Act
• Truth and Lending Act
• Do-Not-Call Registry by the FCC
• Dual Consent Recording
• Telemarketing and Consumer Fraud & Abuse Prevention Act
• Federal Reserve's Regulation "E" involving the Electronic Funds Transfer Act

FOR QUALITY ASSURANCE

• Capture a Percentage or 100% of customer interactions
• Supports Online QA auditing & analytical performance reporting
• Ability to conduct selective and continuous recording on same platform
• Web enabled with enhanced replay options
• Increased customer satisfaction and retention
• Ability to support continuous screen recording
• Ability to support live voice/screen monitoring via IP
• Identification of agent strengths and weaknesses
• Identification of training needs
• Ability to generate fair and concise reports
• Increased agent morale and reduce staff turnover
• Support for Oracle, SQL or any ODBC compliant database for Enterprise QA
• Support for rules based recording and auditing
• Enhanced replay and visual studio
• Customer Surveys
• Dashboard Visibility

FOR ENTERPRISE MANAGEMENT

• Increase accessibility to customers
• Easily deployable, enterprise-wide IT centric tools that work in your existing infrastructure
• KPI Design
• Supervisor Coaching
• Analytics
• Multi Contact Integration ,Multi-Media/Cross-Media Recording
• Long Term Planning
• Agent Turnover
• Site Consolidation
• Multi Contact Scheduling
• Service Goals
• Hardware Consolidation
• Best Practice Report templates
• QA Calibration

FOR VIDEO RECORDING

iRecord Features

• ONE TOUCH Recording and VHS-style controls make operation SIMPLE.
• Greater versatility and more time saving features than an off the shelf DVR.
• Simple "Pie Chart" shows instantly how much space remains on recorder
• Volume and speed control during playback of a recording.
• Automatic delivery through a LAN or WAN
• Automatically time-and-date stamp user text annotations that allows user to skip directly to important parts of interview

Benefits

• Turnkey solution to record, store and play back interviews
• One page recording user manual means NO COMPUTER EXPERIENCE NECESSARY TO OPERATE.
• CD/DVD storage media eliminates difficulties associated with storing cassette or VHS tapes over long periods of time.
• No extensive IT support required to implement.
• Using CD/DVD storage means no more lost interviews from broken or damaged tapes.
• No more rewinding or fast-forwarding tapes!
• Notes taken individually are private to each recording.
• Easily find specific sections of an interview by searching for specific words or information in individual recordings