Manage Comprehensive Recordings and Pinpoint Critical Data
etalk understands that contact centers today need flexibility in quality monitoring to meet requirements of:

• Government regulations
• Risk management
• Privacy laws

In fact, to ensure the integrity of their operations, many organizations now require total call recording. But tens of thousands of daily calls across numerous call centers can make it extremely difficult to manage comprehensive recordings and still be able to pinpoint and retrieve the one recording that can be critical to your organization.

etalk Qfiniti™ Observe™ answers this need by allowing contact centers to deploy station-side logging, trunk-side logging, and quality assurance recording all from a single administration platform.

Record All Calls or Selectively Capture – You Decide
Qfiniti Observe meets this important challenge with a reliable recording solution that incorporates advanced call acquisition tools needed for today’s global and multi-site customer service centers. Through a single platform, Qfiniti Observe can record all calls for compliance or risk management, or selectively capture voice and desktop activity for quality assurance. Qfiniti Observe can be deployed to satisfy diverse business unit requirements, whether VoIP or TDM based, while simultaneously simplifying the daunting task of locating calls recorded in contact centers around the world.

Qfiniti Observe:

• Offers the industry’s first integrated station-side, trunk-side, and selective recording technology managed from a single platform
• Satisfies compliance and risk management requirements across financial, healthcare, insurance, legal, government, and telemarketing industries
• Incorporates advanced call mining functionality to easily find recordings across the enterprise for legal or business intelligence purposes
• Offers selective screen recordings and coaching tools for quality assurance programs to extend logging investments
• Supports traditional telephony, IP, or hybrid TDM/IP environments