iCS Record is a compliance-first solution for companies that need to access full-functionality call recording and monitoring services. Part of the Tollring iCall Suite, iCS Record is an innovative feature that is suitable for a wide range of different businesses of any shape or size. Tollring are a global-leader in software development, known for their exceptional business intelligence solutions, and iCS Record for the iCall Suite is just another great solution.
The iCS Record offering can be contained and managed through a single work server or station, and is ideal for storing, finding, archiving, and playing back calls with one click. Here, we're going to take a closer look at the features associated with iCS Record, and the benefits it can offer to your business. UC Today do not sell any Tollring products, and the opinions outlined here belong to the reviewer alone, we encourage you to share your own thoughts in the comments below!
Cloud, On-Premises, or a Combination of Both
The Tollring iCall Suite can be deployed in an on-premises, cloud, or hybrid solution for business, including features from iCS Record, to iCS Contact, and iCS Insight. With iCS Record, customers can access playback, quality monitoring, call evaluation and flexible storage services which work with technologies in a host of combinations, from simple USB-based client/server solutions, to web-based and hosted services, or full turn-key systems.
Features and Applications
iCS Record is focused on making call compliance and recording and monitoring solutions easier for businesses in a host of different industries. Call recording can be beneficial for:
- Monitoring staff performance to improve company standards for customer service.
- Resolving arguments and disputes with details from a call that can be accessed in moments.
- Protecting staff from abuse and training staff on how to handle certain customer interactions
- Complying with regulatory (FCA) standards
Essential reporting services are included with iCS Record, including most frequently dialled number features, call evaluation, daily call analysis, call tagging, call outcomes and annotation, and DDI or trunk utilisation. Multi-site recording can also be used to review recordings on various sites with a central web-access location for any recording.