Enterprise Class Solutions

Increased pressure to centrally manage and control disparate customer service applications has created numerous challenges for the IT department. When tasked with researching and implementing a recording and analysis solution for the contact center, one often finds that the needs of the business, the telephony deployed, and the approved enterprise IT standards are at odds. Qfiniti Enterprise's unique software architecture addresses this constant struggle between business and technology requirements, providing centralized management with maximum flexibility to solve the most complex of deployment challenges.

This single, open-architecture platform offers numerous benefits to an organization. Not only is deployment and maintenance of recording, quality management, and analysis more cost efficient, but users will gain a host of other rewards not offered by other solutions.

Flexible Deployment

Qfiniti Enterprise provides a single platform that is key to managing compliance, risk and quality assurance in the enterprise. Qfiniti takes advantage of an organization's existing IT infrastructure by leveraging systems that are already in place. The Qfiniti platform is comprised of database and web services, which can exist on independent servers or be integrated into an organization's existing services, such as Microsoft SQL� Server or Internet Information Services (IIS). These services are shared among all Qfiniti applications, providing the ability to seamlessly add on new licenses and applications as the demands of the contact center increase. Qfiniti enables users to access all licensed applications, contact center performance data, reports and analysis and recorded interactions from a single user interface. This configuration is especially critical for archiving all enterprise data in a centralized location, enabling the efficient retrieval of data for quality assurance, compliance, or investigation.

Distributed Sites

Having a single enterprise platform simplifies the recording and management of distributed contact centers and remote agents while maintaining centralized switch technology and administration. By combining a centralized platform and innovative Voice over Internet Protocol (VoIP) recording technology, Qfiniti Enterprise enables organizations to record and manage all distributed sites and remote agents in a central location.

More and more businesses are taking advantage of labor resources in geographically distant locations from their switch technology. This gives them the capability to utilize less expensive agents while continuing to maintain a centralized switch with centralized IT resources. With Qfiniti, customers can store audio and screens in separate locations, giving them the option to record each portion of the interaction locally in order to reduce the realtime network bandwidth.

Citrix System Support

Citrix server-based solutions enable faster deployment of applications by centralizing the deployment of desktop applications to a Citrix server farm, simplifying IT management of the desktop computers and lowering overall support costs. Installing Qfiniti in a Citrix environment retains all Qfiniti functionality including screen capture. Users can access Qfiniti from a central Citrix server as a published application or a Citrix-published desktop via an Independent Computing Architecture (ICA) client.

The Citrix solution offers a simple, safe and less costly approach to traditional application deployment. With only a few considerations, Qfiniti can be installed and configured to work in this server-based environment while preserving Qfiniti's full functionality.

Open Systems

Qfiniti is an open software platform that utilizes off-the-shelf components such as Microsoft Operating Systems, hypervisors such as VMWare's ESX and Microsoft's Virtual Server products, and servers from vendors such as HP, IBM, Dell, and others. Qfiniti also supports two of the largest voice processing manufacturers, Audio Codes and Dialogic, for TDM recording and employs standard Network Interface Cards for VoIP recording. The Qfiniti platform seamlessly integrates with all major Automatic Call Distributors (ACDs) and dialers using standard interfaces or by integrating with the switch vendors' proprietary recording interfaces from such telephony providers as Avaya, Cisco, Alcatel, Nortel, Genesys, and others. Qfiniti additionally supports third-party Computer telephony integration (CTI) servers to track call events and attach call metadata to a recording for call classification and retrieval.