Solutions
Edigin's Enterprise Solution consists of a fully integrated suite of products from simple call recording to capturing and analyzing the entire customer interaction.
Integration
Our Products
Edigin's Enterprise Solution offers a complete range of integrated modules consisting of audio recording, agent evaluation and training, screen recording, reporting, and contact management.
Edigin's SVRX supports clustering environments where the telephony infrastructure is distributed for purposes of redundancy. Having native clustering support built into the product eliminates costly duplicate licensing and increases reliability and uptime.
SVRX is currently operating in single and multi-site environments from 4 to 6,000 phones and is designed from the ground up for unlimited scalability.
Telephone Audio Recording
The SVRX has an audio recording interface for every VoIP, digital and analog device supporting both full-time recording for compliance and record on demand for quality assurance monitoring. To keep your customer's personal information safe the SVRX offers multiple levels of encryption.
• Flag and set disposition for any call
• View comments and eval scores
• Identify call by:
• Agent name
• Start time
• Length
• Caller ID
• Dialed number
• Custom fields
• Disposition
When a recording is viewed full screen a full featured media player is available. Each feature set is contained in seperate sections that can be collapsed and expanded as needed. Some of the features available are listed below.
• Bookmarks
• Custom fields
• Call disposition
• Flags
• Comments
• Evaluate Call
Agent Evaluation, Training and Testing
Improve agent performance with the SVRX Evaluation module. Supervisors can control playback while evaluating the call taking advantage of the bookmark feature for efficient coaching. Immediately identify pass/fail scores by color coded percentage scoring on the playback and search results screen.
Screen Recording
Use SVRX synchronized audio and video playback to gain insight into the agent's ability to function within applications on single, double or triple screens while interacting with the customer.
Reports
Use the SVRX customizable report builder to increase your bottom line by effectively delivering call data for analysis. Efficiently identify trends and opportunities for improvement by evaluating performance of agents and groups to the call center. Each report can be used to create charts in different formats, printed and emailed.
Report formats are included for out of the box, ready to run reporting. These formats can be used to create custom reports and charts. Report layouts can be saved for convenience. Charts include a variety of formats including: Area, Bar, Column, Doughnet, Line, Pie, Point as well as others.
Contact Management
Implementation of SVRX Customer Management module will reduce your operating cost and drive revenue while providing real-time visibility of centralized information.
With minimal training agents can accurately document customer interaction in the web-based tool including custom fields, notes, quotes, and calls. Follow up calls are easily managed through call scheduling. Quotes can be assigned to a contact while forecast tools enable agents and management to better predict, manage, and analyze the sales pipeline.