SAIC: VoicePrint International Call Recording and Quality Management Software Solutions
Introduction
Science Applications International Corporation (SAIC) has added Call Recording and Quality Management Software Solutions to its Federal Supply Service Information Technology Schedule under the General Services Administration (GSA) Contract, GS-35F-4461G.
For questions or comments concerning VoicePrint products available on the SAIC GSA IT Schedule, please contact the following:
Mark Dillon
Phone: 703-676-4028
Fax: 703-676-4177
Email: mark.e.dillon@saic.com
VoicePrint International, Inc.
VoicePrint allows government agencies, first responders, contact centers and trading floors, to securely capture, retrieve, evaluate, and improve mission-critical voice and data interactions. The award winning Activ! Suite™ of real time interactions recording and workforce optimization solutions prevents the loss of mission-critical data and helps organizations to focus on their core objectives and responsibilities. By enabling efficient sharing of crucial interactions, the recreation of entire events, and communication with personnel in real time, VoicePrint solutions can make a significant impact on an organization's effectiveness — mitigating risk, ensuring regulatory compliance, optimizing processes, and boosting productivity. Designed with reliability, adaptability, and expandability in mind, VoicePrint solutions accommodate changing technologies, customer needs, and legislation. For more than a decade, VoicePrint has been providing proven technology and superior service to more than 1,000 customers in over 25 countries. This dedication and commitment to excellence has resulted in a customer loyalty rate of 98%.
Overview of Products
Activ! Voice Voice Recording Software
Easy to use, maintain and upgrade, the Activ! Voice digital call recording application is fully scalable from four to an unlimited number of recording channels. Activ! Voice enables organizations to capture call taker interactions from traditional and Voice over IP telephones and from traditional or trunked radio. Activ! Voice provides CTI compatibility for much cheaper, yet efficient, D-channel data capture, and direct digital integration with all major PBXs. Capture all associated data — date, time, call taker ID, ANI/ALI, radio ID, alias, talkgroup ID, and more. The powerful rules engine allows you to define exactly which calls to retain and for how long. Archive an unlimited number of calls using redundant centralized online storage, distributed storage, removable DVD-RAM media, or a combination of all three. Activ! Voice offers ultimate reliability and resiliency due to a wide variety of robust, fault-tolerant configurations that leverage standards-based components. Built around the principles of true open architecture, Activ! Voice call recording software provides unmatched flexibility in inwards and outwards integrations, endless scalability, and limitless capacity.
Activ! View Screen Recording Software
With VoicePrint's Activ! View desktop screen capture application, call sampling can be applied beyond telephone interaction. The application is designed to trigger recording of screen activity based on ACD calls, non-ACD calls, outbound calls and/or non-telephone electronic events. Continuous real-time recording with Activ! View's Fast Transport protocol captures only the pixels representing the changes from the call taker's PC and does not constantly retransmit data. For supervisors, Activ! View captures all activity on call takers' desktops. Call takers do not see a flash or flicker on their screen, nor do they experience any performance degradation when a supervisor is monitoring.
Activ! IQ Call Taker Evaluation Software
Gain valuable insights into call taker performance and quality assurance with VoicePrint's innovative call taker assessment solution. Evaluations have never been easier to conduct - just point and click to retrieve a recording and custom-built evaluation form. This unique call taker evaluation software provides flexibility in evaluation forms generation, customized scoring forms, Intuitive graphical scoring techniques and real-time evaluation. Different templates and scoring weights can be used for different applications, in order to deliver the most effective results possible to meet the needs of any given environment.
Activ! Analytics Performance Management Software
This powerful performance management solution collects data and presents real time and historical performance information to call takers, supervisors, and managers within the contact center environment. Key performance indicators, quality scores, scheduling information and service level indicators can be distributed to personnel using desktop dashboards, web-based consolidated reporting, and TV monitor display systems. The Activ! Analytics dashboard is an interactive, dynamic, multi-view application that shows different types of information including individual and group telephony metrics, messages, links to training, FAQs, and any other content that can drive performance. The messaging feature lets supervisors send out timely messages and bulletins to an individual call taker, group of call takers, or even an entire division.
Activ! eLearning Automated Coaching and Training
Train and coach call takers with Voice print's Activ! eLearning by delivering dynamic, rules-generated training courses, tests, and quizzes. Provide your team with the tools they need to learn, proactively self-correct, and improve their performance. Measure, track, and report — generate comprehensive reports, develop report cards, and track the effectiveness of your training. Easily create new, feature-rich multimedia training materials or use existing training resources.
Activ! Insight Speech Mining and Analytics
VoicePrint's Activ! Analytics call mining and analytics application enables organizations to extract intelligence from their call recordings. Activ! Insight uses speech recognition technologies that listen to all contact center conversations and keep track of what is being said. This allows contact centers to mine conversations and quickly identify call trends that otherwise would have been too costly and time consuming to uncover. Activ Insight provides multiple search criteria and trending features, which in turn deliver a broad scope of actionable intelligence.