Qfiniti Observe EasyLink gives you the flexibility to choose how you capture contact centre calls based on critical business data. EasyLink establishes a direct connection to your desktop applications and your call recording program. You can use data from your customer service applications to start or stop a recording, attach data from your desktop application or re-classify a recording for easy retrieval.

Your recordings don't have to begin and end with a phone call. With EasyLink you can get more options through your desktop:

• Facilitates faster and more efficient call searches and evaluation
• Promotes business analysis opportunities by linking recordings to your most critical business data
• Captures only relevant contact centre interactions as identified within your business applications
• Eliminates the need for back end and application integration
• Reduces IT time and costs for ongoing modification and updates

User Friendly Set up
EasyLink is an out of the box solution that can be deployed and managed without the need for application customisation or specialised IT skills. EasyLink is managed through a simple Web-based user interface and can be modified quickly and easily to meet changing business needs.

• Employs a convenient, easy-to-use interface to define and manage event triggers
• Integrates seamlessly with CRM, ERP, email, help desk, legacy and proprietary applications
• Supports a broad range of applications, including standard desktop, Web-based and thin client programs

Intelligent Recordings
EasyLink lets you capture and classify recordings intelligently and more cost efficiently. It is fully integrated with Qfiniti Observe to bridge most desktop software programs. By establishing customised trigger events on desktop applications, EasyLink allows you to precisely record, substantiate and highlight relevant events in your contact centre.

• Starts or stops voice, voice/screen, or screen only recordings
• Automatically classifies recordings based upon application data
• Attaches business data to track and analyse specific events such as:
  - Relevant customer data
  - Type of call
  - Sales of products or services
  - Customer inquiries
  - Competitive intelligence
  - Service information

Flexible Event Triggers
EasyLink provides a broad array of options for creating and using event triggers to attach data, start or stop voice recordings, activate voice and screen recordings or launch screen only captures. By using these flexible triggering options managers can gain valuable information about quality and process initiatives.

• Conditional operators such as <,>,=,o,and contains
• Inclusive based triggering
• Supports up to five keyword triggers per page
• Allows up to 16 trigger fields per page
• Allows command line trigger execution for flexibility
• Stores the history of executed triggers for statistical reporting and other uses

Resource Efficiency
EasyLink is a streamlined solution that installs quickly and easily and requires very few network resources.

• Operates seamlessly on existing Observe servers
• Minimal impact on CPU or network
• Centralised data storage and management
• Integrates with Qfiniti Observe 1.7 or greater or etalk Recorder 4.2 or greater

Part of the Qfiniti Enterprise Solution
Observe EasyLink 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.