Crystal Live Application Modules - Recordit.nu

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18 Νοε 2013 (πριν από 3 χρόνια και 11 μήνες)

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Welcome to

Crystal Live

Your Cutting edge Interaction Recording Solution

Crystal Innovation Solution Ltd.

Http://www.crytalrs.com

CIS Business

Partner


Agenda

Company Overview

Product Overview

Crystal Live Application Modules


Add
-
on

Specification and Technical Requirement

CIS Business

Partner


Company Overview

Company Background

Avdor
CIS

Ltd.

Independent Software Vendor
headquartered in Israel.

Avdor Technology Ltd.

Worldwide agent of electronic
components and accessories

Avdor
Engineering Ltd.

Provider of full Turn
-
key
solution

Ergocom Ltd.

International telecommunication
products distributor

Avdor Investments Ltd.

Ownership of property including
buildings which are in use in Avdor
Group

Avdor System Ltd.

International
Audio/Video
products distributor .

CIS Business

Partner


Our Target

Company Overview

Start


Found in 2010


Headquarted in Israel and branch in China


Design
and markets
multimedia recording
and
monitoring,

Agent Performance Optimization
solutions
for the global communication market

Target

A solution provider:



incease working effiency


customer satification


reduce operation expense


Respected by customer and competitors

Mulimedia
Recording
Solution

Contact
Center
Applications

Data Mining
Solution
Provider

CIS Business

Partner


North America

USA


Company Overview

Global Distribution Network

Europe

UK

Spain

Denmark

Romania

France

Georgia



.


Middle East

Israel


South and East of Asia

China

Indonesia


CIS Business

Partner


Product Overview

Crystal Live Product Family

Crystal Live Lite


Aim
to SMB
market to provide call
recording and monitoring service


Extremely cost effective


4
-
60 ch per system


Support analog, VoIP and digital
trunk

Add on


Screen activities capturing and monitoring


PCI DSS Data Security Package


CL Planner Pro for to define system running strategy


CL Agent


enables your customer service representatives
collect and categorize your business data

Crystal Live Pro


high density interaction recording
system with full features


Support all types of telephony
interface and CTI


Target to call center, public safety,
Utilities
,
Financial institution etc.

CIS Business

Partner


Product Overview

System Architecture

Interface Card

TDM = AudioCodes, VoIP = NIC
cards, limited by number of server
only

Centralized
Database

Silverlight based
Web Engine

Scheduled and
Business type
oriented Archive

………

N+1, N+N fully
redundant

Full Web Based Search, Replay,
Monitor and Management

SSL Based Secured Data
Transferring

Agent control recording control
and data collection

NAS/SAN Storage

CIS Business

Partner


Product Overview

Recording method

Recording Method


For TDM

Trunk/station side tap recording with
high impedence interface

For VoIP

Packet Sniffer via Mirroring Port

Single Step Conference

Actively join in the 3
-
party converation
of agent and customer with CTI driven

Service Oberve

Special Interface like Avaya DMCC,
Alcatel IP DR
-
Link, Cisco BIB

Passive Mode

Passive Mode

Active Mode

Active Mode

CIS Business

Partner




Agent
or Supervisor initialized



CIS
word spotting triggered

Product Overview

Recording Strategy

Total Recording

Selective Recording



By
Agent
Name



Extension Number



By
Agent, Skill
Group



By
Call direction
and Internal/external call



By
ANI or
DNIS



Predefined schedule


Recording on Demand

API Driven Recording

Integrate CIS APIs by 3
rd

party applications

CIS Business

Partner


Product Overview

Recording Trigger


1

Vox/Energy detection

2

On/off hook events

3

CTI events

4

Predefined Strategy

5

DTMF detection

6

Manually control

7

APIs

CIS Business

Partner


Product Overview

PBX Support Matrix

For Digital Station Recording








For VoIP recording


H.323, Cisco Skinny, SIP, MGCP, SIPREC











CIS Business

Partner


Product Overview

Technical Advantage

Private owned algorithm for voice encryption, DTMF mask, SSL
based data transfer
, Audit
Trail ensure your CL recorder is most
secured recording system according to the
PCI standard


We provide resilience in the form of
N+1 and 1+1
redundancy
that ensures system availability in the event of
any component failure.

CL Planner


an unified interface enables you manage your
CL recording system, schedule your team working in a
logistic, easy way


Scenario
Reconstruction
(for VoIP & CTI involved environment)
presents you a complete telephony conversation no matter how
many times it was transferred, hold and resumed



CIS
unique
Map View Console
for virtually monitoring system running status, call
events and HCI (Human
-
Computer Interaction)



Fully
Web Based

solution enables you access and manage your recordings any
time any where



Wave
form basing on energy detection technology makes you quickly find the
gap for customer
service

CIS Business

Partner


Product Overview

Save Customer Investment

Save License Fee


Dynamic License
Authorization (DLA)


Recording Prioriety
(Only availabe for CL
Plan Pro)


Free application like CL
Dashboard, Alarm


Lower Hardware Requirement


No extra CTI, Database,
Storage server


Hybrid recorder and very
high density


Turnkey, software or
Assembly kit only

User Friendly


Save you HR cost
benefitted from simple
design and architecture
.


Save you HR cost
benefitted from simple
design and architecture
.

Effective Support


We deliver hands on
support at every step of
putting your recording
system
online


Multi regional support
network make sure that
you get the response
less than 2 hours

CIS Business

Partner


Product Overview

Recording Server (Option)




2U or 4U 19 inch Rack mount Chassis

, comes with 4 to 12 PCI/PCI
-
E slots, Lockable Front
Doors for Protecting the Running System; 2x USB Port on Front; Two cooling fans designed for
optimizing the system' airflow; Front LED indicator for PWR and HDD


Full size CPU Card that conforms to PICMG1.3 specification


Intel Core i5
-
2500 3.30 6M LGA1155


DDR


4G Memory


Hot Swap Seagate SATAII 500G/1T x2 (Raid 1)


2 X DVD (Optional)

CIS Business

Partner


Crystal Live Application Modules

Searching & Playback

Basic Searching Criteria:


Caller/Called ID


Extension Number


Call Direction


Time Duration

CIS Business

Partner


Crystal Live Application Modules

Searching & Playback

Advance Searching Criteria:


Multi
-
line recordings


Agent performance


Importance of records


Evidence


Notes on Waveform


Played or Unplayed


Notes


Tag


Include screen recording or not


Archived or not


Reference number

CIS Business

Partner


Crystal Live Application Modules

Searching & Playback

Customized Searching Criteria:


Defined by user according
to business rules


Up to 80 customized
searching criteria

Quick view for current
searching criteria combination

Save your frequently used
searching criteria combination

CIS Business

Partner


Crystal Live Application Modules

Searching & Playback

Manage recordings:


Export to Microsoft Word, Excel


Save records in defined codec


Annotate


Evaluate Agent Performance


Tag select recordings

Right click mouse to select what call information
you want to show in CL searching result sub window

CIS Business

Partner


Crystal Live Application Modules

Searching & Playback

For selected part of recorded audios, you can:



Add tag on any point on it


Repeat it from start to end


Save the voice clips as the format you like


Annotate


Zoom in/out


You can easily select any part of audio clips with sliders


Different wave forms dedicated to customer and agent
voice separately

For selected part of recorded audios, you can
:


Add tag on any point on it


Repeat it from start to end


Save the voice clips as the format you like


Annotate


Zoom in/out

CIS Business

Partner


Crystal Live Application Modules

Live Monitoring (Traditional View)


Drag any
extension into
speaker Icon to
start monitor the
voice
conversation


Each client is able
to live monitor
two conversations
simultaneously


Start immediate
replay even the
call is not finished
yet


Visually shows
you which agent/
extension you can
live monitor the
screen activities


Agent/channels
are monitored or
not


Up to four agents’
screen activities can
be monitored
simultaneously

CIS Business

Partner


Crystal Live Application Modules

Live Monitoring (Map View, Option)

CIS Unique Map View


Visually present you a complete geographic
map with all servers, agents/extensions
allocated in real locations, and shows you the
system running status for all of those
components in
real
-
time


Monitor
system running status including call states,
connect for all components, storage space, database
connection etc.


Provide
you a shortcut to records, performance
statistics, profile for each
agent


Immediate
replay: user is able to replay the
conversation from the beginning even it is
finished yet


Note: CL MVC is provided in CL Software Package in default, to
compatible with your unique site map, you can make up your own
Map View Console or purchase our professional service to customize
it




CIS Business

Partner


Crystal Live Application Modules

User Management


There important concepts

Group

Each user/agent belongs to different
group according to his job content
and skills, don’t matter how
complicated your organization
structure is, you can manage it by
separate them into several groups.

User/Agent

the basic factors to compose an
organization or call center , each user
might be belong to different groups

Role

The accessibilities to CL system is
depending on the role which
different user plays.

CIS Business

Partner


CIS Business

Partner


Crystal Live Application Modules

User
Management


Add, edit, delete User, Role, Group
and Skill


Entitle each user with different
group and role by simply dragging
and dropping user on them

CIS Business

Partner


Crystal Live Application Modules

User
Management

About Role (Accessibilities)

Define User accessibility including:



Target users who can be managed


Password management


Recorded audios and screen clips accessibility
and management


Live monitor


Dashboard


User Management


System Configuration


Alarm
-

audit log





CIS Business

Partner


Crystal Live Application Modules

User
Management

Add New User


Define User Profile including User
name, password, Role, Group


Define in what scope of Users and
Group can be managed

by current user


Define Skill
name of current user


Define in what scope of extensions can
be managed
by current user





CIS Business

Partner


Crystal Live Application Modules

Workforce Statistics

A free application modules enable supervisor/manager to generate real
-
time statistical chart in all kinds of format

CIS Business

Partner


Crystal Live Application Modules

PRESENTATION
LOAD

PRESENTATION
LOAD

Crystal Live Dashboard

Statistic for Operation efficiency
basing on


Wrap time and working time

Call statistics report can be presented
as


Pie, Column, Graph chart


Can be export to Excel

Statistic for Number of Calls and Call Duration
basing on


Per Day/Week/Month/Year, last few Agent, Extension


Call Direction


Customer self
-
defined information


Agent Group & Skill Group


Extension Number


Users

CIS Business

Partner


Crystal Live Application Modules

Crystal Live Planner


Define your own strategy according to your business rules


Tied to switch between many application modules to define the ways your system running for Recording,
Archive, Alarm and many others and don’t want to experience any neglect? Try CIS unique web based
application


CL Planner








CIS Business

Partner


Crystal Live Application Modules

Crystal Live Planner


Define your own strategy according to your business rules

Record

Strategy Filter

Archive

Recycle

Alarm

Statistic


Selective Recording


Recording on Demand


Business Rules Oriented
Recording


Sampling recording


Multi
-
locations


Multimedia


Business rules


User defined


Objects


Strategy


Backup


Routine Examination


Triggers to alarm


When, How to receive


Specified destination


Basing on Time


Basing on Business Type


Basing on Call Information


Basing on custom
information


Chart type

CL Planner enables you:

Selective Record
basing extension number, agent ID, system calendar, call direction, working time, business rules trigger

Recording on Demand
basing on DTMF combination, Supervisor initialize, CTI events

Sampling recording
for Call Quality Management

Archive

recorded audios/screen clips by locations, business contents, User groups, media

Recycle
recorded audios/screen clips and database by time, storage room

Perform system maintenance

Access
Audit Trail
and generate
Audit report

Real time
statistic

for operation status and generate report

Set recording priority for dynamic license authorization to
save your license fee


Note: 1. You can define as much as you want for Plan like “Plan 1, Plan 2…”, Simultaneously only one Plan can be go into eff
ect


2. Blue marked part is only available for CL Planner Pro





CIS Business

Partner


Crystal Live Application Modules

Archive

Storage Media







Archive Strategy


Classified According to business type








User Defined via CL Planner










Local Hard Drive


NAS and SAN

Customer defined folder name



DVD
-
RAM

Customer defined
capacity and format, like Disc Image
firstly in case of failure during disc burning



FTP Server

Customer defined upload time scope, bandwidth allocation



Customer Complain


Agent Performance
Evaluation


Data Collection


User defined


Extension Number/ Agent ID


Call Direction


Time and Duration


Caller/Called ID


Customer Private Data

CIS Business

Partner


Crystal Live Application Modules

System Alarm

System Alarm come in default:


CPU/Memory Status


Storage Media/Space


Recording stopped


Service Stopped


Error for database connection

Compatible email client to receive Alarm


Gmail


Microsoft Exchange


Lotus


Microsoft Outlook

CIS Business

Partner


Add on

Description

Different from traditional alarming system, CL doctor collects all data
and user track for analysis, intelligently locates system potential risk in
advance. More than that, it helps you get to know customer trend to
existing system

Three
levels of System Alarm

1. Fatal 2. Serious 3. Warning

Three
ways to data analyzing


Audit trail, an aid for system maintenance and
system security


Events
-

Details for system running status, for
developer analysis


Data Analyzer to find unusual system running status

.

System Alarm
-

New Coming System Diagnostic Module

CIS Business

Partner


Add on


CL Agent

CIS Business

Partner


Add
on


CL Agent

Main Features


Customer data auto pop including Caller ID, Customer Name, Recording files
location, Footprint etc.


Standard
Response
Library, CL
Agent provides you the interface to create
your own Standard Response Library according your business type, it makes
it easy to craft and
centralize consistent
response to frequently asked
questions via email, voice and live
chat
.



Built
-
in
XML based A Questionnaire Survey template


It
can be fully customized according your business rules, enables your agents
go through business operations in a consistent
manner.


CL
Agent® provides integrated soft phone (CTI is prerequisite for TDM
environment) which places fully controls in the hands of your
agents/supervisors


Agent
initialized Call
Recording
-

Integrating
CL Planer ®, agent/supervisor is
able to trigger/stop call recording and annotate on any record for future
query. Furthermore, call recording can be paused/resumed for blacking out
sensitive
data


Customer
application GUI can be directly embedded into CL agent, no need
to switch between them


With
CL APIs, CL Agent can be seamlessly integrated into any third party
application




100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

2012

Last Year

2013


CIS Business

Partner


Add
on


CL ScreenCap

What is CL ScreenCap


An application enables you to live monitor, capturing screen activities for all kinds of business purpose like service
performance assurance, coaching etc. more than that, you can even remotely control agents’ desktop for immediate
assistance


A
fully web based solution with unlimited scalability


Simultaneously
replayed together with Audio recordings but saved separately


Can
be seamlessly integrated into CRM system with Crystal Live ® sophisticated


An
innovated solution fully compatible to PCI standard




CIS Business

Partner


Add
on


CL ScreenCap

Main Features


Benefit from CIS private owned video compression algorithm, minimize your network load without
compromising the quality of screen recording


Support all types of screen resolution, including 1920 X 1080P (Full HD)


User defined color setting between 8 bits (256) color to 24 bits true color in order to save storage
space and reduce network load


Flexible way to record screen including total recording, sampling recording, recording on demand


Live monitor up to 4 agents’ screen simultaneously


Remote control agent desktop for live support


User defined specific area of screen to be recorded


Annotate on any selected frame or even add voice mark by external Mic


No need to deploy a dedicated server for CL ScreenCap (less than 256 agents), save you cost


All sensitive data will be automatically masked and recorded videos can be encrypted to conform to
PCI standard


A variety of Microsoft
-
native video Codec options including standard .AVI file for sharing and
distribution


Extremely easy to deploy and upgrade, all application package will be automatically downloaded from
CL ScreenCap server side and executed


Saving your license fee with CIS Unique DLA (Dynamic license authorization) seriously


Sophisticated APIs enables you to integrate our solution into your own system smoothly



Easy

to use

Freely
scalable

Combinable with

p
opular platform

Easy to

deploy

Crystal Innovation Solution Ltd.

Http://www.crytalrs.com