TantaComm Call Center Recording Services

 - On-Demand Recording Solution

As the name suggests, On-Demand Recording is the recording of specific calls or portions of calls via an external control to the recording process. TantaComm Systems pioneered the On-Demand Recording solution in 1995 by creating the Dart 8 call center recording platform and the DartServer interface. DartServer was unique in the call center recording services industry because for the first time, any external process with a TCP/IP stack could not only communicate with call center recording software for control (start, stop, pause, cancel, copy, move, etc.) of the recorder but also the user could name the voice file with up to 237 characters of information, and thus link the voice file with other data associated with the call.

Call center recording bureaus quickly adopted this technology to automate the recording of the confirmation close of outbound sales calls and immediately realized the following gains:

1. Call center recording services were now triggered from the script on the agent's desktop, eliminating human intervention and errors. Only the specific portion of the call relating to the confirmation of the sale and the parties involve was recorded.
2. The recording of the call was now in the digital domain, eliminating the distribution, collection, transport and maintenance of audio cassettes.
3. The call recording was labeled with key data which permitted the call to be linked electronically with the data back end of the compliance process. Calls could be downloaded and played back in seconds at the verifier's workstation, as opposed to picking an audio cassette out of a stack of hundreds of tapes and finding the right conversation. This resulted in a huge increase in the efficiency of the entire compliance process.
4. The storage and archival requirements were greatly simplified.

TantaComm's On-Demand Recording gives the call center complete control of the initiation, termination, identification and destination of the recording process and resulting voice file. The control of the process is usually derived in one of two ways:

1. Typically, control is via an interface with the application running on the agents desktop, via TCP/IP. Nearly 30 commands can be invoked covering every conceivable recording contingency. The commands are simple, easy to understand Ascii strings which can be implemented into most user applications in a matter of hours.
2. An OCX can be installed on the agents desktop which permits manual control via a pop up on the tool bar.

Upon completion of the call, DartServer gives the user an option of automatically moving a copy of the voice file to a secondary location for security and centralization, while retaining a copy on the DartServer hardware for a predefined period of time.

Those enterprises which require On-Demand Recording for their call center will find will find the additional TantaComm DartServer features of value;

1. Up to 20 different recordings of the same call can be initiated simultaneously from different control points.
2. Calls can be renamed or have dispositions changed either on the fly or after the call terminates.
3. Calls with different dispositions can be moved to separate directories automatically.
4. Calls are created and stored as simple binary data files, no complex database engines are required.
5. The high compression in TantaComm's Auditor system results in negligible network overhead and storage requirements.
6. The simplicity and reliability of TantaComm solutions will provide years of troublefree service.

For further information, please refer to our products section, contact us, or call 800 444 8522 and ask for sales.