The ICCM VoiceLogix is a commercial voice logger which offers comprehensive recording features at a very competitive price. Utilizing the Netborder session manager and a technology called "forking", voice calls can effectively be monitored and recorded without call degradation or disruption to the actual call. VoiceLogix is a useful recording and network file management application that has various applications in the contact center, billing service, emergency service and public service markets.
Record Calls
By default, VoiceLogix records all active voice sessions and stores it into an assigned network directory using a unique file-naming convention that includes the agentID, campaignID, time and date of call and the duration of the call. Managers can keep track of all recorded conversations (inbound and outbound) and conduct quality audits based on campaign or agent name.
Retrieve Calls Easily
Retrieving data is as easy as recording it. No more endless searching and going through several scrolls just to find one recording. With VoiceLogix, you can access recorded files according to voice logs, agent name, and campaign groups by simply placing a search string on the search tab. Search filters are also available to narrow searches to specific dates, time and campaign types.
Take Charge of Quality
VoiceLogix is built-in with a quality score card of which parameters can be set by the managers for quality auditing. It is a customizable interface that relies on simple mathematical formulas to arrive at a mean quality score. Managers and QA personnel can also input scores manually and attach comments beside it. For customer-specific scoring parameters, VoiceLogix is fully customizable if you subscribed to a customization service pack.
Record G.711 as well as G.729 voice calls.
Access and play recorded files according to date, agent, campaign groups, etc.
Manage voice resources by CODEC groups or regions.
Manage, store and archive voice files to an external NAS.
Listen in active sessions without disrupting calls.
Conduct quality audits using scoring and reporting tools.
Apply policies for administrators, managers and supervisors to access and transmit recorded transactions.
Communication Management
