Alcatel-Lucent

OmniPCX RECORD Suite

Reliable, scalable and cost-effective
solution to record and supervise calls

The Alcatel-Lucent OmniPCX RECORD

Suite provides businesses with extra
web-based audio and video call
recording, as well as analytic tools.
These capabilities enhance quality
assurance, accelerate customer issue
resolution, boost customer loyalty,
and streamline employee monitoring
and coaching.

OmniPCX RECORD Suite is easy to

adopt and extremely cost-effective
with seamless integration into new
and existing Alcatel-Lucent OmniPCX
Enterprise Communication Server
environments.

OmniPCX RECORD Suite enables

recording on VoIP, digital, analog,
SIP trunk and more. The solution also
provides monitoring and evaluation of customer — employee interactions with easy-to-use,
web-based applications.

Features Benefits
Record: Base package offers voice recording of inbound and outbound Minimized risk of disputes, and accelerated customer
calls resolution issues
Screen capture: Adds screen capture to the RECORD application for a Reliable service quality assessment with actual
complete audio interaction recordings visual history of the interaction customer-employee
Quality monitor: Offers quality reporting and evaluation analysis Improved employee performance with customizable
based on real calls evaluation tools
Silent monitor: Provides real-time silent monitoring of IP and non-IP Discrete monitoring of agents in real-time for consistent
calls on-Service evaluation and off-site Customer

Datasheet
Alcatel-Lucent OmniPCX RECORD Suite
Technical specifications
Record • SAN/NAS usable for both live and Security
• Rich recording facilities: archived calls • Strong password management policy
¬ Total • In line with Payment Cards Industry • Purging utility that exports and/or
¬ Selective (PCI) and Markets in Financial removes call data, statistics, usage
¬ On demand: complete or partial Instruments Directive edition 2 data, voice spectrum graphs, screen
conversations (MiFID II) requirements for call captures
recording systems • Security profiles granting tailored
¬ On demand retroactive (ROD)
• Emailing of calls as file attachments access rights: create/delete agents,
¬ Random
• Alarm sending via email or SNMP bypass radius authentication
• Call recording of VoIP, digital,
traps to a hypervisor • Four default profiles predefined:
analog, SIP phone, Trunk side E1 or
T1, SIP TRUNK, SIPREC and mixed Screen capture ¬ Super administrator
environments • Complete user desktop activity ¬ Configuration manager
• Support of multi-node environments capture ¬ Group administrator
(max 8) • SIP video capture is synchronized ¬ Agent
• Centralized recordings from with voice recording
Configuration
independent satellite sites to a • Capture of the extended screen
• Multi-language: French, English,
central server • Embedded video player Spanish, German, Italian, Portuguese
• Web-based user interface for remote • Windows 7, 8 & 10 supported • Easy integration with CRM, toolbar
access, search and playback of on the client side or external applications via REST API
recordings
Silent monitor (Application Programming Interface)
• Record filters and triggers according
• Remote and discrete monitoring • Multi-tenancy: management and
to multiple rules:
of agents by listening to their records playback menus are
¬ Inbound/outbound calls
conversations in real-time for segregated based on individual
¬ Team calls
consistent Customer Service tenants
¬ Date and time
evaluation
¬ Specific number Options
• Call recording can be controlled • On demand:
¬ Calling/called number
from the Silent Monitoring interface
¬ Extension ¬ Integration with Third Party
Quality monitor applications
¬ Internal/external
• Quality evaluation of recorded • Pre-sales and post-sales training
¬ Correlated data: coupled with an
conversations modules available from ALE
Interactive Voice Response (IVR)
• Evaluation campaign creation to Enterprise Education Services
or Advice Of Call Recording (AOCR):
allows callers to choose whether sample the calls which need to be • Remote installation pack
to authorize recording or not evaluated
Architecture
• Possibility to separate parts • Scorecard generation based on
• All-in-one solution
recording. Available for IP calls evaluated calls using a predefined
• Non-IP streaming converted to
recording only. campaign or directly from a
IP with plug-and-play, solid state
• Support of multiple audio formats questionnaire
Packetizer
(MP3, GSM6.10, WAV) • Customizable evaluation, multiple
• Web-enabled architecture
• IP Attendant recording (4059 choice questionnaire (yes/no, scale
• Support of OXE PCS environment
EE) (limitations apply, please see from 0 to x, likert scale, etc.)
• High Availability (Warm Standby):
administration guide) • Reporting to provide insight into
optional
• Reporting/statistics module with the performance of an individual,
• Support of virtualization
multiple format export capability or team…
• Compatible with Alcatel-Lucent IP
• Call tagging with notes and • Dashboard providing an overview
Premium Security Modules
comments of the scorecard results evolution
• Flagging and grading of calls at • Agent tutorials based on scorecards,
multiple levels providing the ability to justify
evaluation by adding written
• Integration of Contact Center
comments or learning attachments
solutions: OmniTouch® Contact Center
(audio, video, URL, PDF, flash
Standard Edition and OpenTouch®
animation and image files)
Customer Service
• Contextual menu in Call search
• Records encryption
screen, offers fast and easy instant
• Login authentication via Radius or
call evaluation
Microsoft Active Directory server

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its affiliates assumes any responsibility for inaccuracies contained herein. © Copyright 2019
ALE International, ALE USA Inc. All rights reserved in all countries. MPR00329600-en (November 2019)