SISL launches ‘TeleMaster’ voice logger

NEW DELHI: Quality of service and agent productivity is of crucial concern

for call centers in today's scenario. Keeping these factors in mind Siemens

Information Systems Ltd. (SISL) has launched voice logger "TeleMaster"

for call centers. It enables a call center to keep effective record of calls

made or received.

Ajoy Dasgupta, deputy general manager, telecom, SISL, said, "The call

center market is very competitive, where only the best can survive. With this

voice logger, call centers will be able to constantly improve productivity,

reward and retain good performers and enhance customer service."

SISL is targeting large call centers in India and abroad. The product's price

ranges from Rs 1 lakh to Rs 2 lakh. The company will market the product from its

Mumbai, Kolkata, Bangalore and Delhi office and the product will be available on

order basis.

TeleMaster has an automatic recording functionality that starts recording as

soon as the customer or the agent answers the call. This recording will be

terminated only after the call is completed. It also records on demand via

network interface. This is a simple way for agents in a call center to control

the recording sessions themselves. By clicking on a small icon on their Windows

2000 desktop, agents can start and stop individual recordings based on their

access rights.

This voice logger provides an easy to use interface through which the

recorded files can easily be retrieved using any PC having multi media

capabilities. There are various controls which provide basic multi media

functionalities like rewind, fast forward, playing a selected portion of the

file or playing the file/a particular portion in loop.

It can be integrated with any PABX. All the extensions have a parallel

connection landing on the voice logger, which enables it to record the

conversation. Voice logger tool is available only on analog platform and also

has a watchdog feature, which maintains the smooth functioning of the system. If

at any time the system behaves inconsistently, the watchdog takes preventive

measures. Depending upon the severity of the problem, either it will send

message to the administrator (e-mail) with/without visual warning or will

re-start the problematic process or will re-start the system. All the above

options are configurable by the administrator. Also, recording of conversations

can be carried out on multiple channels simultaneously.

Besides this, it has other features that include record conversation in

digital format, graphical Windows interface, mouse-click controls, recording

frequency according to agent's tenure or skill level, GUI to start and stop the

recording and search and playback controls. It also has the capability that

maximizes and enhances voice recording and playback.