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• Record 100% of phone calls - indicate to the system that calls to a Voice Site should be recorded, and Angel will record all of them on your behalf. As opposed to other solutions in the marketplace, you are not limited to just recording a percentage of calls.
  • Selectively record the IVR portion, Call Queue portion, or entire call. - You may have different uses for call recording, such as:
    • Ensuring your voice application is working optimally, and that callers are traversing the workflow according to your design.
      
    • Monitoring agents for performance, training, coaching
      
    • Keeping a record of customer interaction for compliance, auditing or customer issue resolution.
• Browse recordings - using a web interface, browse and listen to recordings. Perform management operations on recordings, such as marking them with comments or flags.
  
• Search recordings - filter / search recordings displayed according to filter/search conditions. You can search on any System or Site Variable defined during the call!
  
• Archival and storage - Angel keeps a copy of calls for a 90 day period. Older recordings are archived and can be retrieved at a later date.

For programmers, and technical customers, a new System Variable, "VoiceRecording", contains a URL to the recording of the whole call. This variable can be stored in Data Files, or submitted upon hang-up to other systems for archival and further processing.

In addition to these benefits, call analyzer enables a new category of voice applications that require a record of the call for auditing purposes. These include:

• Commerce applications where a transaction has to be recorded. Call recording can also result in a decrease in charge backs.
  
• Financial applications where security requirements dictate leaving a trace of a query by the caller.
  
• Legal applications in which a call needs to be in compliance with certain rules or regulations, the recording can give you an archive of the compliance activity performed.

Browse recordings - using a web interface, browse and listen to recordings. Perform management operations on recordings, such as viewing call variables.

Here are a few examples of how you might use Call Analyzer:

• A support manager could listen to phone calls that occurred during particularly problematic times, such as the after-lunch hour, to ensure that agents are performing their duties up to the required standard.
  
• A support manager may be interested in learning how VIP customers, or customers traversing a new part of the application, or customers who call with a particular kind of problem are experiencing the Voice Site.
  
• A support manager could, on a weekly basis, sit down to sample random recordings of phone calls, to ensure that seasonal conditions may not have led to a degradation of the caller experience.
  
• A call center coach could record calls that he/she handled, and then play them to new recruits to train them. Consequently, he/she could also record calls that go to in-training agents to review the quality of the interaction.
  
• A voice application designer could use call recording to bring to light the "intangibles" in the design, and make it possible to enhance keyword coverage and tune the prompts by observing empirically how people traverse the voice application.