Autonomy etalk Qfiniti Observe delivers a reliable recording solution that incorporates the advanced tools needed in today's global, multi and single site customer service centres. Through a single platform, Qfiniti Observe can record all calls for compliance management, or selectively capture voice and desktop activity for quality assurance. Innovative built in coaching features combine with etalk's evaluation, survey, speech analytics and customer interaction assistance tools to ensure that your business delivers true quality performance.

Governmental regulations, risk management and liability requirements are daily concerns in today's contact centre environment. To ensure the integrity of their operations many organisations now require total call recording. But with tens of thousands of daily calls across numerous contact centres it can be extremely difficult to manage comprehensive recordings and still be able to pinpoint and retrieve the one recording that can be critical to your organisation.

Qfiniti Observe gives you the flexibility to deploy station-side logging, trunk-side logging and quality assurance recording from a single administration platform. Observe can be deployed to satisfy diverse business unit requirements, whether VoIP or TDM based, while simultaneously simplifying the task of locating calls recorded in contact centres around the world.

Qfiniti's scalable open architecture ensures that it can grow with your business, from 50 to 50,000 seats:

• 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

Enterprise Recording
Qfiniti Observe offers flexible deployment configurations for logging or selective recording situations, thus reducing support costs and simplifying monitoring management.

• Trunk Side Logging is available to capture a call from the customer's perspective. In this approach, recording taps are connected directly to the trunk lines leading to the switch.
• Station Side Logging can be used when an organisation prefers to capture a call from the agent's point of view. In this approach, recording taps are attached to the extension lines from the switch.
• Selective Recording through service observation offers random or event-based recording for quality purposes. On Demand Recording can also be used for verification, contingency, or coaching.

Pinpointing the Right Call
For organisations that route customer calls across the globe recording retrieval can be complicated and time consuming, requiring searches within numerous archives and servers. The Qfiniti platform streamlines this process by providing a single interface and search tool to uncover recordings regardless of where they occurred. Using CTI data from the switch or CRM data attached through the optional Qfiniti EasyLink, users can search for recordings based on customer data such as account number, social security number and more. Play back options include an intuitive media-based player, Remote Audio Playback (RAP) for standard touch-tone phone playback, or Web-based playback (WebRAP) for secure access to recordings across the Internet.

• 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

Efficient Storage
Observe supports as many as 512 ports per server and to optimise disk storage space, Observe offers a variety of audio data compression options. Screen recordings are also highly compressed and archiving can be custom configured for SANs and other off the shelf storage media.

Enterprise Management
Qfiniti is easy to manage, whether you operate a single 25-seat call centre or multiple contact centres with thousands of agents deployed across the globe. System management tools deliver a single console to monitor the status of servers, recording and alarms. Centralised alarm monitoring continuously polls applications for critical activity conditions, such as disk space, port failures or connectivity problems. In the event of a problem, system administrators are promptly notified through an alarm console, email, or SNMP traps.

Quality Monitoring
With Qfiniti, quality monitoring integrates seamlessly with liability and risk recording. Screen recordings can occur randomly on top of call logging, enabling the sampling of customer interactions, including a synchronised view of desktop and call activity. Qfiniti coaching tools can dramatically improve agent performance. Integrated coaching comments and markers allow agents to focus on specific behaviours within call segments. In addition to coaching notes, voice comments and screen edits can be used to improve the quality and efficiency of agent coaching.

Speech Analytics
With the addition of Qfiniti Explore every recorded voice transaction, as well as every element within those recordings, is easily searchable with unprecedented accuracy and speed. Explore automates data mining processes formerly performed manually to extend customer satisfaction initiatives beyond the contact centre to the entire business.

VoIP Connectivity
Observe features Voice over IP (VoIP) recording to major telephony providers, including Cisco, Nortel, and Avaya. Qfiniti employs both packet sniffing and API integration, where supported, to offer maximum flexibility in any contact centre environment. Screen recordings are synchronised with VoIP recorded calls for simultaneous playback.

Open-Architecture
Observe can be deployed on industry leading servers, such as HP, Dell, and IBM. It also interfaces with the major ACDs and diallers, including Avaya, Nortel, Aspect, Rockwell, Concerto, Alcatel, Cisco, Siemens, NEC, Ericsson, Mitel and more.

Part of the Qfiniti Enterprise Solution
Observe is part of the Qfiniti enterprise solution that helps international, multi and single site operations deliver outstanding customer service and ensure regulatory compliance. This unified, scalable and centrally managed platform enables you to capture call / desktop events and then evaluate and analyse these activities. Combined with Qfiniti's intelligent speech analytics, transaction assistance and survey tools, the solution suite helps companies to improve performance throughout the organisation.