Key facts

All calls securely recorded with 256 AES encryption

Unlimited growth potential

Enhanced voice recording

99.99% availability

Cloud-based HTML5‐driven

‍‍‍‍‍‍Fully MFID II‍‍‍ a‍‍‍nd PCI Compliant

No additional hardware required

Fully redundant and backed up with Azure infrastructure

Safe Harbour data storage (globally)

Call Recording Atmos Plus Benefits

With CallSwitch Compliant your customers can see how employees are communicating with customers. CallSwitch Compliant gives your customers a 360 degree view of their customer touch points and allows them to track how employees handle specific customer situations, interactions and day-to-day activities, all from one screen!

An All-In-One Customer Experience

Enhance your CallSwitch experience with CallSwitch Compliant.

CallSwitch Compliant

Evaluate

Easily evaluate your agent in minutes

Record

Using our award winning technology

encrypt

Compliant 256bit encryption

Store

Using Microsoft Azure cloud storage

retrieve

With our easy to
use HTML5 interface

API

Easily integrate compliant into your payment platform

Was the customer greeted properly?

Does the agent reiterate/understand the customer’s problem?

Is the agent courteous to the customer?

Measures performance based on agent interaction with customer.

All metrics can be weighted according to your express business / customer requirements.

Measure agents against each other for an overall understanding of group performance.

Identify whether individual agents require additional training by gaining insight into skills gaps.

Monitor employee performance against compliance standards.

Proactively initiate corrective action when quality of service is compromised.

CallSwitch Compliant comes in two plans. Users will typically take the Standard Plan with the option of a Supervisor Plan available if needed.

Graphical representation of the call during playback

Wave graphic depicting the call

Navigate directly to a portion of the call

Mark a specific portion of the call to highlight areas

CallSwitch Compliant is designed to be operational in minutes. Our intuitive web interface makes it easy to navigate through calls and playback, with CallSwitch Compliant features available from a single screen. With just a simple tutorial, you can be up and running without losing valuable staff time to training.

callswitch compliant Benefits

Whether calls need to be recorded for staff training, dispute resolution, compliance or security reasons, CallSwitch Compliant provides complete flexibility, scalability and unlimited storage of calls and other sensitive data without additional hardware or installation services. All calls are stored in a 256-bit encrypted format, with the original file preserved in its original state with a rotating encryption methodology that is unique and specific to each individual call. This makes all recordings 100% compliant with regulations and legislation.

All calls are stored in our cloud servers and are not only backed up, but have a redundant option across multiple servers and geographical locations. CallSwitch Compliant supports multiple time zones, multiple recording locations and the ability to search, sort and locate calls within seconds. Whether there is 1 location with 5 extensions or a nationwide infrastructure with multiple branches and millions of calls, our complaint call recording solution can do the job.

360 degree view of the customer experience

Improve customer service and loyalty

Create measurable employee performance incentives

Resolve customer issues quickly and effectively

Gauge employee performance through interaction management

Create an employee training program‍‍‍

Adherence to PCI Compliance

Adherence to MFID II

Low cost, pay-as-you-grow!

Obtain accurate and measurable performance metrics of your customer service staff

Graphical User Interface

Call Listing

Flexibility to flag, download, email or score the customer experience

Easy filter options to search for specific calls based on date, time, agent, etc.

All accessible from one screen

Notes

Add Notes to specific highlighted sections of a call.

Tag sections of a call with Account Numbers or other information.

Notes taken during a call can be previewed below the recorded call.

Upon playback, the supervisor can see where in a call the employee took a specific note. Supervisors can scroll from note to note.

Each note is time and date stamped and cannot be edited. Any additional information added to a note is automatically appended to the note with the time and date stamp of the new information.

Capture screens in addition to voice
calls to measure how employees handle customer situations

Helps provide a 360 view, along with the voice recording, to see the entire customer experience.

Set the frequency and intervals of when each snapshot of a screen capture takes place. This can be set by minutes, seconds or even down to fractions of a second to provide a continuous feed of screen information without consuming network bandwidth.

During playback of a call, CallSwitch Compliant will display a preview of the screen snapshot next to the call, along with a graphical marker in the call when the capture actually took place. Each Screen Capture has a marker so that the supervisor can monitor what is being said and what screen or application the employee is using during the call.

Compliance “Muting” where the voice and screens are hidden from the listener during PCI Compliance mode

In line with PCI (Personal Credit Information) Compliance, CallSwitch Compliant highlights the section of the call where the PCI compliance takes place, depicting the silence in the recording and where the screen capture is blocked.

With a fully integrated API into your payment platform.

Standard and User Created Reports

Select or modify from our list of standard customer experience reports.

Create your own custom reports to meet your business and customer management needs.

Custom Scorecard that offers Supervisors ability to score employees on customer interactions

Set customer service standards and measure against a scorecard that you create.

Create your own interaction scorecard or use one of the standard pre-built ones.

Assign values to questions to calculate an overall score or section score.

Our easy-to-use visual scorecard creator allows you to create your own custom scorecards to meet your customer standards.

CallSwitch Compliant Features

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What it's all about

Plans

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Easy to use, easy to navigate

Caller ID

Called party ID

Date and time

Direction of the call

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Enhanced Call Recording (Voice Capture)

Record on Demand

Security Access Control

Advanced Search

Advanced User Management

256 AES Encryption

Full Backup & Redundancy

Screen Capture (optional)

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Quality Tracker

Quality Reporting

Custom Scorecards

Supervisor Plan includes all the features of the Standard Plan with additional features designed for monitoring your employee's calls.

SUPERVISOR

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Partner Portal

Status

Support

Voice Recording

Screen Capture

Employee Evaluation

Employee Training

Employee and Supervisor Notes

Compliance Support

Call Tagging

Call Detail Information

API

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TelcoSwitch Limited is a company registered in England & Wales with company number 9687883, registered office 4 Prince Albert Road, London, NW1 7SN.

Copyright © 2018 TelcoSwitch Limited, all rights reserved.

Privacy Policy

‍‍‍‍‍‍Contact us‍‍‍

Accreditations

Email
whatsup@telcoswitch.com

Phone Number
+44 (0) 330 122 7000

Address
98 Great North Road
London N2 0NL
United Kingdom

TelcoSwitch Blog
The quotidian of telephony.

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