ContextRecorder™

ContextRecorder is a recording system for calls, agent desktops/screens, emails, chat sessions, and other activity. Because it's designed for quality improvement, it also allows managers to design evaluation forms, and scores agents over time. ContextRecorder is 100% web browser based, making it simple to use in any environment. In passive mode, it passively monitors voice, and integrates with other vendors' systems.

Because it generates so many records, ContextRecorder includes an extensive search and book marking feature so you always have the calls you're looking for at your fingertips.

Web Browser Based

ContextRecorder is 100% web browser based, making it simple to use in any environment.

Because ContextRecorder is web based it makes it extraordinarily simple to use, often requiring no training at all. Being web-based, however, doesn't mean ContextRecorder lacks a rich set of features. For example, right through your web browser, ContextRecorder allows administrators to design evaluation forms.

Liability Recording and Quality Recording

For liability recording, ContextRecorder offers a 100% full time recording option to capture every call, and every call is tagged with a checksum to ensure that it is not tampered with. Calls are easily searched for and instantly retrieved from the potentially millions of calls stored.
For quality and training, ContextRecorder includes a forms designer for evaluation form creation, an automatic objective scoring system for evaluations that's customizable to suit your preferences, and an agent web interface to allow agents to view their evaluations and optionally respond to them.

Features

Quality monitoring/evaluations support: ContextRecorder includes both a custom forms designer as well as extensive evaluation tracking, including an agent web interface to view evaluations and optionally respond.
Recording based on your rules: Only want to record calls greater than 3.5 minutes long for agents that have been employed less than a year when they're taking calls from the 585 area code? No problem. We can support an unlimited number of recording rules that work they way you want them to.
Extensive Access Control List permission system: With ContextRecorder, you can define user permission levels for every possible data field and action on every page. For example, you can set up users that can only see agents that report to them, or "admin-like" users that can do everything except listen to calls on the CEO's line.
Network-able storage and backup: If you decide to manage ContextRecorder in house, you can use your existing network infrastructure for extra storage or backup and recovery.
Screen recording: ContextRecorder can capture your agents' screen activity and synchronize it with each telephone recording, giving you an accurate view of agent data entry and an exceptional training aide.
and much more.

Compatibility

ContextRecorder is compatible with nearly every PBX or phone system, including new VoIP systems. Some of our supported system vendors are Avaya, Cisco, Mitel, Nortel, Selta, Alcatel, Ascom, Aspect, Bosch, Fujitsu, LG, NEC, Panasonic, Phillips, Realitis, Rockwell, Siemens, Taridan, and Toshiba.

ContextRecorder also supports trunk-side recording regardless of your PBX vendor. Protocols include analog, VoIP SIP, VoIP vox RTP, E1 (DASS2, DPNSS, QSIG, PRI), T1 (CAS, 4ESS, 5ESS, DMS-100, INS-1500, ISDN1, ISDN2).

Hosted or On-Premise - Your Choice

ContextRecorder may be hosted by Callfinity, significantly simplifying deployments and reducing up front capital expense.

In addition to the standard call recording features you've come to expect, ContextRecorder is uniquely able to be hosted by Callfinity for you, requiring only a small appliance at your call center to capture activity.

Once captured, recordings are sent over the Internet to Callfinity's cloud where they're stored, categorized, and instantly available for search and retrieval whenever needed. Callfinity handles the maintenance, upgrades, redundancy, backups, long term storage for you. Because we only deploy an appliance at your location, the up front cost is much lower than other call recording solutions, and the install time is dramatically lower, too.

Alternatively, ContextRecorder can be deployed on-site just like traditional call recording systems.

ContextRecorder™ includes a simple, easy-to-use web interface.

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