Softdial Recording Monitor™

Audio and screen recording of agent activity is employed to maintain the highest standards of performance and compliance.

At a Glance

Customizable settings can be configured for each system, tenant, campaign, agent.
Retrieve and save recordings
Various methods for searching and accessing recordings
Storage and retention of recordings
Audio and screen capturing

About Softdial Recording Monitor™

Softdial Contact Center™ combined with Softdial Media Server™ offers an integrated call recording and archiving feature, which can optionally capture visual activities on an agent’s screen. These recordings are securely stored on the server in various formats, including MP3 and WAV for audio-only recordings or MP4 if screen video is included. Access to these recordings is provided through the web based Softdial Recording Monitor™ client, which comes with a robust search feature for easy retrieval of recordings.

Features of the Recording Monitor

Important aspects of SCC’s call recording solution include:

Dual Stream Recording

Multiple recordings can be generated for a single call session. For instance, you can record the entire call and, in addition, create separate recordings for responses to individual questions.

Export Recordings

You can run a batch process or an automated job to export the recordings to a specified location. Additionally, individual recordings can be exported or emailed as needed.

PCI Compliance

Softdial Contact Center™ can prevent the recording of sensitive information, such as credit card data. The API provides the capability to record silence (mute record) for a specified portion of the conversation.

Flexible Search and Retrieval

Recordings can be sorted by Most Recent, Today's Recordings, Yesterday's Recordings, or Search Terms using call session information or custom tag information. Once the desired recording is found, it can be downloaded and played or viewed on the client PC.

Screen Recording

Video is recorded of the agent's screen activity and combined with audio (for voice sessions), then saved in a single compressed MP4 file.

Split Customer/ Agent Recordings

Separate recordings are created for both the customer and agent sides of a conversation, and these recordings are then merged into a single dual-channel (stereo) recording.