An indispensable component of your contact center is the ability to use business-driven criteria to analyze contacts and ensure quality performance. Leveraging the advantages of Nortel Contact Center and IP Telephony, Nortel’s complete and fully-integrated Contact Recording enables your business to oversee the quality of customer interaction and deliver exceptional service.

Available in both IP and TDM environments, Contact Recording provides a solution for customers who require all of their calls to be recorded.  Nortel Quality Monitoring can be added as a software upgrade to the recording solution to record both voice and agent screens.

• Existing investments are protected as customer interactions are captured in IP or traditional telephony environments and administered through a single user interface across an entire enterprise
• User access rights are fully secure and controlled by the administrator, supported locally or remotely, with a hierarchical login and individual permissions to search and replay calls
• Alerts and detailed audit trails allow administrators to view every single event on the system and rapidly search for specific events such as replayed calls or recorded calls
• Storing and managing of calls is made simple with an intelligent archive manager utility, allowing rules to be set to archive calls from the local server to any Windows-compatible storage media, such as near line storage on a RAID or archived to DVD or DAT