voizTrail

call recording, auditing & analytics
visit the voiztrail website Download Brochure

call recording & auditing

VoizTrail is an all-in-one Call Recording & Call Auditing solution developed by Hawes Technologies.

Quality Assessment, Compliance & Dispute Resolution

VoizTrail is an indispensable ally in quality assessment, regulatory compliance and dispute management.

QUALITY ASSESSMENT - VoizTrail’s Call Recording & Call Auditing features can help you set organizational parameters for call standards, ensuring that all customers are given a uniform experience.

REGULATORY COMPLIANCE - VoizTrail efficiently processes call information to help you stay compliant. This includes Call Redaction, which masks sensitive information within call recordings, AES-128 encrypted storage, secure call recording transmission, and password-protected call playback. Call recordings can only be played on authenticated devices and machines.

DISPUTE RESOLUTION - No more “he said, she said”. VoizTrail’s recording feature can be your company’s best defense against costly legal action resulting from disputes. VoizTrail can be set to record each call or to record calls at random. Recordings can be searched by date, call duration, outbound call number, inbound caller ID, agent, or other factors.



Features:

  • Call Auditing “As a Service”Call Auditing “As a Service” is based on VoizTrail’s complete Call Recording & Call Auditing solution. Using our proprietary system, your recorded calls are sent over to our expert call auditors, who evaluate each interaction based on the guideline parameters you set. Any type of call can be audited using this platform.

    By using VoizTrail’s customizable solution, you can free up your time, manpower, and resources to focus on your business goals. We’ll take care of reviewing and scoring your calls based on the parameters you choose. Our immensely skilled pool of expert Call Auditors can analyze your calls in no time using the parameters you provide.
  • Built-In Auditing ToolsAuto Auditing is a unique and intelligent feature offered by VoizTrail that enables call auditing in an automated fashion.

    Recognizing call auditing checkpoints such as Duration of the Call, Number of Calls made to the Customer, Time of Call, and other critical checkpoints does not require manual intervention. VoizTrail’s Auto Audit feature will automatically flag such calls for you.
visit the voiztrail website

Features (continued):

  • Auto AuditingAuto Auditing is a unique and intelligent feature offered by VoizTrail to enable call auditing in an automated fashion. Recognizing call auditing checkpoints such as Duration of the Call, Number of Calls made to the Customer, Time of Call, and other critical checkpoints does not require manual intervention. VoizTrail’s Auto Audit feature will automatically flag such calls for you.
  • playback & download easierUnlike traditional methods, VoizTrail allows you to eliminate the wait time of downloading when time is of the essence. VoizTrail’s intuitive-user interface provides an integrated media player that enables supervisors to listen to calls instantly.

    Calls can be downloaded and transferred through portable media or e-Mails. They can be saved in multiple formats, such as: WAV or MP3 for easier playback.
  • advanced call search featureIn addition to a basic search option, VoizTrail features an advanced search functionality which empowers users with in-depth and detailed results even if they have minimal information to start with.

    VoizTrail enables the user to search for Call Recordings by date, call duration, caller ID, dialed number, call direction, agent ID or agent extension. It’s simple, fast & effective!
  • encrypted offline archival systemAll archived recordings are encrypted using powerful algorithms, which gives you the confidence that your data is safely stored. Authentication and passwords are required to play back any archived calls, including those that are transferred through portable media or emails.
  • Visually appealing, customizable and comprehensive dashboardVoizTrail offers a user-friendly dashboard that visually coalesces all necessary information into one place. It can be configured to depict data on a daily, monthly or yearly basis. It portrays data-rich statistics using visually appealing charts, and you can even listen to call recordings by drilling down to details right within the dashboard screen.
  • provides customizable reportsIn addition to standard, indepth reports, VoizTrail gives you the ability to create your own report templates. You pick the parameters you want to focus on, and VoizTrail will create your customized report.

call auditing "as a service"

Free Up your time, manpower, and resources

Call Auditing “As a Service” is based on VoizTrail’s complete Call Recording & Call Auditing solution. Using our proprietary system, your recorded calls are sent over to our expert call auditors, who evaluate each interaction based on the guideline parameters you set. Any type of call can be audited using this platform.

By using VoizTrail’s customizable solution, you can free up your time, manpower, and resources to focus on your business goals. We’ll take care of reviewing and scoring your calls based on the parameters you choose.

VoizTrail Will Help You Stay Compliant

Because our Call Auditing “As a Service” stays within the VoizTrail system, it benefits from the same security that we’ve built into our full-product solution. This includes Call Redaction, which masks sensitive information within call recordings, AES-128 encrypted storage, secure call recording transmission, and password-protected call playback.

visit the voiztrail website

here's how it works:

  • Using our unique VoizTrail call recording system, you automatically record batches of interactions. These can be inbound or outbound, randomly selected or sequentially recorded. Call types include support, sales, dispute, account review, collection, inquiry, or any other customer-facing interaction.
  • The batches you select are sent to our expert call auditors.
  • Our call auditors – each of whom has years of experience – rate each transaction according to our unique auditing system and your customized guidelines.
  • Within 24 hours, we provide records and reports for you to download and use.

Because you tell us what parameters are important to you, you stay in control of the auditing process. It’s like having a team of call auditors on standby, without having to provide the extra office space.

speech analytics

take call auditing to the next level!

Businesses face a multitude of demands in today’s competitive market.  They are under increasing pressure to move faster and produce better results while staying within tight budgets.  Speech Analytics uses modern technology to help companies meet these challenges.
                                   
Speech Analytics is a single integrated application that works within a call management system. It eliminates the guesswork of trying to integrate a standalone speech analytics program – as well as the unnecessary expense of volume-based payments.

here's how it works

  • Calls are recorded as the client has specified.  For example, clients can have all calls recorded, all incoming calls, or just those handled by certain agents (e.g. new recruits, dispute calls, etc.)
  • Agents’ and callers’ speech is analyzed for user-defined keywords. Keyword libraries can be built by each client and customized exactly for their industry needs.
  • If a keyword (or keywords) used in the conversation matches an entry in the client-specified dictionary, the call is flagged and a basic risk-assessment scorecard is generated.
  • The scorecard and call information is sent to a certified call auditor, who promptly reviews the conversation.
  • Within 24-48 hours of the original transaction, the call auditor prepares a detailed scorecard and sends it to the appropriate supervisor or manager.
visit the voiztrail website

Previously, it could take weeks for calls to complete this auditing process.  With Speech Analytics, this can be done in a fraction of the time. The faster scorecard generation gives managers the opportunity to train staff efficiently, to remedy problems quickly, and most importantly...

Before they spiral out of control. Also, by keeping everything within the same system, security and compliance requirements are met.            

Speech Analytics is also highly cost effective.  It’s flexible and scalable, growing and changing with your company as needed.  And unlike other auditing services, that are based on overall call volume, Speech Analytics is based on only the calls that are audited.  So you’re saving money in two ways –

1) You’re not paying for an additional standalone speech analytics program, and
2) You’re not paying for unused call audits.

Speech Analytics provides a single solution that takes your call center to the next level!

helps your company stay compliant


Non-compliance leaves you vulnerable to lawsuits, and government audits. You risk massive fines and/or even the dissolution of your business. Whether you are a bank, financial institution, collection agency, hospital or call center, VoizTrail can help to keep you compliant.

A large part of PCI compliance for call centers is securely encrypting stored card information. Even if your business is not explicitly required to record phone calls, it’s a recognized best practice. VoizTrail can safely record transactions and house customers’ payment information. Calls stored in the VoizTrail system are authentic and unaltered, giving you extra protection in case of disputes. In addition, VoizTrail’s call redaction feature masks all sensitive data from recorded calls, adding an extra level of security for your customers and improving your compliance.

improves customer service


FRONTLINE EMPLOYEES - Frontline employees are the most important part of your bottom line. They are the spokespeople for your company, and therefore paramount to the customer experience. Getting the best from your callcenter employees is easier with VoizTrail.

VoizTrail’s Call Recording & Call Auditing solution not only makes call-center training for frontline employees simple, it provides the most effective method for improving customer service.

NON-FRONTLINE EMPLOYEES - Sharing call information with non-frontline employees, such as product development and marketing teams will help them to better understand your customers’ needs. “Getting to know” the customer, gives every team in your organization priceless information on how best to target future customers, as well as retain existing ones.

increase your ROI


The key to ANY business’ success is the ability to understand the needs of its customers. There is no better way to do this than through VoizTrail’s Call Recording & Auditing solution. VoizTrail’s user-friendly features give you the ability to selectively apply a wide array of critical consumer parameters for insightful analysis. The possibilities are endless - The potential for growth, immeasurable! You can:

• Identify customers’ pain points
• Improve agent/sales -to- consumer communication
• Stay compliant, and easily resolve disputes
• Decide when to realign or modify marketing campaigns
• Improve service aspects and/or product design, and
• Increase customer retention levels!

provides dispute resolution


FRONTLINE EMPLOYEES - Frontline employees are the most important part of your bottom line. They are the spokespeople for your company, and therefore paramount to the customer experience. Getting the best from your callcenter employees is easier with VoizTrail.

VoizTrail’s Call Recording & Call Auditing solution not only makes call-center training for frontline employees simple, it provides the most effective method for improving customer service.

NON-FRONTLINE EMPLOYEES - Sharing call information with non-frontline employees, such as product development and marketing teams will help them to better understand your customers’ needs. “Getting to know” the customer, gives every team in your organization priceless information on how best to target future customers, as well as retain existing ones.

we can help!

Contact us to receive a QUOTE, a DEMO, or to learn how we can help you with your Call Auditing Needs.