BlackVox for Call Centers
Requiring Recording for Compliance
For call centres where recording is required for compliance purposes, BlackVox is configured to record all agents and to archive the recordings for as long as is required.
The BlackVox is a server in the back room connected to the telephone network so the agents cannot tamper with the recordings.
BlackVox can be configured to capture Agent ACD login to add to the search criteria which includes: date and time, outbound dialled number, and inbound caller ID.
Call Center supervisors can each have the Search and Playback application on their workstations as well as an activity monitoring screen which shows the supervisor which agents are on the phone, and how long each agent has been on the current call.
For customers with in-house developed data systems, the BlackVox also includes an application programming interface (API) to allow our customers’ data systems to populate up to six fields in our recording database with information such as: customer name and account number, contract number, and call reference number. This feature will require development on the customer’s in-house data system.
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