CAT5 Technology

Plug & Play Business Solutions

(985) 310-5602

 owned by mark l. gray and associates, llc.

Call Monitoring

"We've grown from 40 agents to over 400 agents in less than three years using AltiGen"
Hugo Pelayo, CEO
CRM Mexicana

How would your customers grade your service?
Most parents wouldn’t dream of sending their children to a school that didn’t offer report cards. Yet, in the business world, companies are forced to operate with little insight into the phone contact between employees and customers.

This is even more difficult with remote workers and staff with limited supervision. As the old saying goes, “It’s what you inspect, not expect” that usually occurs.

Measurable Information to Establish Best
Business Practices
AltiGen provides powerful tools to help ensure best practices. They can be used temporarily with a single line or extension, or used full time with every extension in the company (even mobile and remote workers). You choose and manage what best fits your environment.

Identify Good Behavior/Correct Problems
When you identify something good you can train other employees to do the same. When you identify a potential problem or liability to the company, you will have a record of the information surrounding the call or even a recording of the call itself.

Using AlitGen as the Company “Report Card”

  • Sales Performance What are the traits of your top phone sales people? AltiGen gives you a complete view into individual performance. The amount, type and duration of calls can be tracked an analyzed. Sales can record a call for later review, or you can centrally record all or a percentage of calls for quality control.
  • Marketing The system has built in call detail reporting. By mapping different numbers to different ads you can maintain accurate lead source and advertising effectiveness.
    Learn more about call reporting
  • Training AltiGen offers supervision capability to monitor calls, record calls for later discussion and tracks all call detail information. Learn more about Supervisor
  • Customer Service How do you handle a customer’s complaint that they were treated badly or received wrong information on the phone? With AltiGen, a supervisor can immediately pull up the record and recording of the call based on time or caller ID.

    If there is a problem, it can be handled. If the customer’s memory doesn’t match the actual conversation, the call recording can be attached as a .wav file and emailed back to the customer so everyone knows exactly what was said.
  • Limiting Liability AltiGen’s centralized recording capability can protect the company in numerous ways. Companies providing financial, medical, legal and other types of information can archive the actual conversations for protection in the future. Learn more about call recording.  

For more info call: 866.816.4551 / 985.520.0123

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Call Recording
 
 
 
AltiGen's Call Recording options provide a powerful tool for accurately capturing voice conversations. Call Recording can be configured to record call center agent and regular extension calls and store them in centralized locations or end user voicemail boxes.
Benefits of Call Recording include:
- Evaluating the performance of individual agents and employees
- Training team members by example
- Call Center Quality Monitoring
- Protection against litigation such as confirmation of verbal contracts
On Demand Call Recording to Voicemail
Agents and Supervisors can initiate on-demand voice recording  of their current call to voicemail.  Once the call has finished, the recorded call will be stored in the extension ' s voicemail box allowing for easy retrieval and playback.
On Demand Centralized Call Recording
With Centralized Call Recording, conversations are recorded and stored in a centralized location.   A gents and Supervisors can initiate on-demand voice recording and o nce the call has finished, the recorded call will be stored in the specified central location allowing the administrator to centrally manage and archive all records.
Full Time Centralized Call Recording
Administrators can specify a percentage of calls (10%-100%) to be autmatically recorded to a centralized location.  Full Time Centralized Recording can be configured to cover an entire Call Center Workgroup or individual extensions or agents.
Managing Centralized Call Recording
with VR Manager
VRManager is a voice recording management application for managing centralized recorded files. It is a Java based application with the following main functions for administrators and reviewers.
Administrator Management Module:
  • User Management
  • File Conversion, Compression and Indexing configuration
  • Storage Archive Management
  • Activity Log Tracking 
Client Interface Module:
  • Searching and Sorting recorded files and records
  • Playback of recorded conversations
  • Export conversations to external locations as .WAV File
  • Call Reporting Reports